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# Support Analyst (24x7)

- **Company:** OneAdvanced
- **Location:** York, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Azure, Monitoring of Systems, Knowledge Management, Windows Servers, Information Technology Outsourcing, Generative AI, Information Technology, Network Server, Servicenow
- **Published:** October 24, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=6b721cc56c0dca31

## About the Role

* Awareness of IT infrastructure components such as servers, storage, and networking.
 * Familiarity with monitoring or ITSM tools (e.g. LogicMonitor, ServiceNow).
 * Clear and accurate communication skills, especially in high-pressure situations.
 * Desire to learn and take feedback positively.
 * Ability to follow process and structured troubleshooting.
 * Proactive mindset with an eye for detail.
 * Eligibility for UK Government Security Check (SC) clearance.

What You Will Have:

 * Basic Windows Server or Azure administration exposure.
 * Prior experience in a service desk or NOC environment.
 * Interest in automation and tooling.
 * Exposure to ISO standards such as ISO27001 or ISO20000.

## Description

Our IT Managed Services business enables customers to innovate, transform, and seize new opportunities. The Technical Operations function underpins this mission by delivering enterprise-grade, 24x7x365 technical support to mid-market clients across both public and private sectors.
We operate a shared services model aligned with ITIL v4, underpinned by ServiceNow, automation, and generative AI. Our 24x7 Operations squads monitor critical systems in real-time, execute defined processes, and drive preventative support to uphold stability across customer environments.
As a 24x7 Analyst, you will be part of a squad responsible for continuous monitoring of customer systems and the management of real-time alerts. You will triage events, follow structured runbooks, and carry out operational tasks such as patching and backup validation.
This is a shift-based role forming part of a 24x7 service model. You will work with experienced colleagues to build your technical understanding, participate in live operations to drive early ticket resolution, and contribute to knowledge management. The ideal candidate is inquisitive, process-driven, and eager to develop within a team environment.
What You Will Do:

 * Monitor critical systems and alerts using LogicMonitor and other monitoring tools.
 * Triage incidents and events, following defined escalation paths based on priority and impact.
 * Follow structured runbooks to execute patching, backup validation, and basic troubleshooting tasks.
 * Log, update, and escalate tickets within ServiceNow in line with operational procedures.
 * Maintain clear and concise shift notes and ensure a smooth handover between shifts.
 * Contribute to the improvement of runbooks and knowledge articles.
 * Participate in shift reviews and incident debriefs, contributing observations and suggestions.
 * Develop an understanding of infrastructure, alert conditions, and incident flow through guided exposure.