3rd Line Analyst

East of England Co-op; Ipswich; Hybrid; GBP 50,000 - 57,500; Full time

Benefits offered by this job

Hybrid working

Job summary

East of England Co-op is seeking a skilled 3rd Line Analyst to join our Technology Team. You’ll act as the final escalation point for advanced IT incidents, ensuring our systems remain secure, stable and high performing while collaborating with Service Desk and 2nd Line teams.

Based at Wherstead Park with hybrid working, you’ll diagnose complex issues, design and maintain critical IT infrastructure, and contribute to projects using modern technologies to support colleagues across the business.

Qualifications

• 2nd/3rd line IT support experience
• Strong infrastructure, servers, networking and security knowledge
• Solid understanding of cyber security principles
• Excellent problem-solving and analytical skills
• Ability to manage priorities and meet deadlines in a fast-paced environment
• Willingness to support out-of-hours incidents on a rota
• Knowledge of SaaS, hosting or cloud computing
• Experience with scripting/CLI tools (PowerShell, SQL, Linux)

Responsibilities

• Serve as the technical escalation point for complex IT incidents and system issues.
• Conduct advanced troubleshooting, root cause analysis, and implement long-term fixes.
• Design, maintain, and optimise key IT systems including servers, SANs, networks, communication and security infrastructure.
• Monitor system performance proactively and identify reliability improvements.
• Support IT projects with specialist technical expertise on new technologies and solutions.
• Collaborate with Service Desk and 2nd Line Analysts to share knowledge and strengthen team capability.
• Ensure SLA compliance and timely resolution of escalated tickets.
• Develop and maintain accurate technical documentation and troubleshooting guides.
• Stay up to date with emerging technologies and best practices.

Skills

2nd/3rd line IT support

IT infrastructure

Servers

Networking

Security

Cyber security

Problem solving

Time management

Independent working

Documentation

Tools

PowerShell

SQL

Linux (CLI)

Cloud/SaaS

Job description

Salary: £50,000 per annum

Hours: Full-time, Monday to Friday, 37.5 hours per week

Contract Type: Permanent, Hybrid working, minimum 3 days per week in the office

Reporting to: Technology & Security Leader

About the Role

Are you an experienced technical expert ready to take the lead on complex IT issues?

We’re looking for a skilled 3rd Line Analyst to join our Technology Team at the East of England Co-op.

In this key role, you’ll act as the final escalation point for advanced technical incidents, ensuring our systems remain secure, stable, and high performing. From diagnosing critical issues to implementing new technologies, you’ll play a major part in strengthening our IT infrastructure and supporting colleagues across the business.

Based at our Wherstead Park office, with hybrid working available, you’ll work collaboratively with Service Desk, 2nd Line teams, and project stakeholders to keep our technology running smoothly and efficiently.

If you're analytical, solutions-focused, and passionate about delivering excellent IT service, we’d love to hear from you.

What You’ll Be Doing

• Serve as the technical escalation point for complex IT incidents and system issues.
• Conduct advanced troubleshooting, root cause analysis, and implement long-term fixes.
• Design, maintain, and optimise key IT systems including servers, SANs, networks, communication and security infrastructure.
• Monitor system performance proactively, identifying opportunities to enhance reliability and resilience.
• Support wider IT projects with specialist technical expertise on new technologies and solutions.
• Collaborate with Service Desk and 2nd Line Analysts to share knowledge and strengthen team capability.
• Ensure SLA compliance and timely resolution of escalated tickets.
• Develop and maintain accurate technical documentation, processes, and troubleshooting guides.
• Stay up to date with emerging technologies and industry best practices.

What You’ll Need

• Proven experience supporting IT at a 2nd/3rd line level.
• Strong technical expertise in infrastructure, servers, networking, and security.
• Solid understanding of cyber security principles and best practices.
• Excellent problem-solving skills with the ability to diagnose complex technical issues.
• Ability to work independently, manage priorities, and meet deadlines in a fast-paced environment.
• Flexibility to support out-of-hours (any time day or night) incidents on a 4-week rota basis.
• Knowledge of SaaS, hosting, or cloud computing.
• Experience with scripting tools such as PowerShell, SQL, Linux or command-line interfaces.
• Full clean driving licence.

Technical Strengths:

Why Join Us?

At the East of England Co-op, you’ll be part of a purpose-driven organisation that values innovation, collaboration, and community. As a 3rd Line Analyst, you’ll have a direct impact on how our colleagues work and how we support the communities we serve.

We offer a competitive salary, hybrid working, opportunities for development, and the chance to work with modern technologies in a supportive team environment.