Third Line Analyst

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.

Want to know more? Take a look at our job description attached to the bottom of this webpage.

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.

• 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.

Desirable:

• 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:

• Active Directory, Azure AD, Group Policy, Windows Server
• Virtualisation, SAN, enterprise backup
• Patch management, software deployment
• DNS, routing, VPN, MDR AV, next-gen firewalls, IT security, email security

• 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
• 5% employer pension contribution
• Death in service benefit
• 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.