Third Line Analyst

Allscreens Nationwide Ltd; Ipswich; On-site; GBP 40,000 - 52,000; Full time

Benefits offered by this job

20% discount in our food stores

25 days holiday

Flexible shift patterns

Training and apprenticeship programmes

Discounts across 900 retailers

Cycle To Work

Employee Assistance Programme

Remote GP service

Job summary

East of England Co-op is seeking a skilled 3rd Line Analyst to join its Technology Team. The role is based at Wherstead Park, Ipswich, with hybrid working available, and will act as the final escalation point for advanced IT incidents to keep systems secure, stable and high performing.

youll diagnose complex issues, implement long-term fixes, and collaborate with Service Desk and 2nd Line Analysts to ensure SLA compliance and smooth technology operation across the business.

Qualifications

• 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.

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, 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.

Skills

Infrastructure

Servers

Networking

Security

Cyber security

PowerShell

SQL

Linux

Cloud computing

Job description

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.

Our working patterns are non-contractual. Any advertised working pattern represents the normal working pattern for the role at time of advertisement and may be subject to change.

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.

The person we are looking for

• 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.

Perks of the job

At the East of England Co-op, we strive to be the best place to work. We invest in our colleagues to help them to progress in their careers and achieve their full potential. How do we do this?

• Competitive rates of pay
• 20% discount in our food stores, along with other discounts across our family of businesses
• 25 days holiday (plus bank holiday entitlement) which increases with service
• Enhanced family leave and pay arrangements*
• Opportunities to grow, with award-winning training and apprenticeship programmes
• Great discounts, deals, and cashback across over 900 high street and online retailers
• Financial wellbeing support, including Stream®
• Access to Cycle To Work, Rental Deposit Scheme, and SmartTech (after a qualifying period)
• Employee Recognition Scheme
• Long Service Awards
• Free remote GP service, available 24/7, including prescription, fitness, nutrition, and counselling services
• Employee Assistance Programme

We recognise the challenges people face trying to balance commitments both in and out of the workplace - perhaps studying, caring commitments, or other employment. We therefore aim to be as flexible as possible, to create shift patterns that work for both our co-op and our colleagues.

* Enhanced on statutory terms, subject to service criteria.