2nd Line IT Support Technician

• Company Pension
• Life Insurance
• Employee Benefits Platform
• Employee Assistance Programme & 24/7 GP Access
• Holiday Club – discounted breaks

About Prima

Prima is one of the UK’s largest suppliers of cheese to the foodservice and food manufacturing sectors.

With nearly 30 years of heritage, we export to over 55 countries and employ colleagues representing more than 20 nationalities across two sites. Prima North in Seaham is our core production facility and operational heartbeat. Prima South in Islington, London drives our commercial growth and brand presence.

As we continue to grow, strong and consistent people standards are essential to protecting performance, culture, and compliance across the business.

The Opportunity

The 2nd Line IT Support Technician will act as the primary point of contact for 1^st and 2^nd Line IT and application-related incidents and service requests, providing in-depth support across core business applications and infrastructure. The role focuses on investigating, diagnosing, resolving IT incidents, requests and application issues while working very closely with customers, as well as liaising with partners, suppliers and vendors. Working to maintain an excellent level of service in a food manufacturing facility, where quality and continuous improvement are driving factors.

This role encompasses duties from both frontline IT Support Technician and Application Analyst, ensuring incidents are resolved efficiently, requests delivered effectively and customer satisfaction is our focus.

Key Responsibilities

Application Support:

• Provide 1^st Line support for in-house developed business-critical applications.
• Investigate, diagnose, and resolve 2^nd Line application-related incidents & requests.
• Analyse application logs, error messages, and system behaviour to identify root causes.
• Liaise with third-party application vendors and support partners to log, track, and resolve issues.
• Perform functional testing following fixes, patches, upgrades and releases.
• Support application configuration, user access, roles, and permissions in line with security and compliance requirements.
• Assist with application upgrades, releases, and change implementations, including occasional out-of-hours support where required.

IT Support:

Provide 1^st Line support for desktop, server and network infrastructure.

Investigate, diagnose, and resolve 2^nd Line IT-related incidents & requests.

• Support & maintain IT infrastructure to ITSM best practice methodologies.
• Ensure updates with incidents & requests are communicated regularly to the customer.
• Assist with onboarding employees, configuration of equipment and services, mentoring and training in company solutions.

What We’re Looking For

• Proven experience in a 1^st and/or 2^nd Line IT or Application Support Role.
• Strong understanding of application support processes.
• Experience supporting ERP systems, CRM platforms, or other complex business applications.
• Ability to troubleshoot application issues across interfaces, data flows, and integrations.
• Functional understanding of MSSQL for querying and validating application data.
• Experience working with ticketing/ITSM systems for incident, problem, and change management.
• Strong analytical and problem-solving skills.
• Excellent communication skills, with the ability to engage technical and non-technical stakeholders

Why Join Prima?

We believe that our people are our most valuable ingredient. We foster an environment of mutual respect, offer ongoing support, and encourage career development through training and internal progression. At Prima, your voice matters, your ideas are welcome, and your ambition is celebrated.

Diversity & Inclusion

We are proud of our inclusive and diverse workforce, people are the key to our success, we are committed to providing employees with the necessary support to excel during their career with Prima.

If you require any reasonable adjustments during the recruitment process, please contact peopleandculture@primacheese.com 

👉 Apply via: https://www.primacheese.com/careers

Closing date: 6th May 2026