3rd Line Support Analyst

DataVita has a small, highly skilled team delivering large-scale infrastructure solutions for both public and private sector clients, supported through our state-of-the-art Tier III data centre facilities. We are now looking to expand our team further with the addition of a 3rd Line Support Analyst., * Acting as the final technical escalation point, taking ownership of complex incidents

• Co-ordination and ownership of escalated support tickets, ensuring service levels are maintained
• Ownership of the ongoing operation and maintenance of core service platforms, including patching, vulnerability remediation and incident resolution
• Work alongside networking, security, and infrastructure teams on customer projects.
• Liaising with 3rd party vendors and customers, leading troubleshooting calls to perform root cause analysis on critical system issues
• Creating and maintaining technical documentation

This role is ideal for a technically capable individual who thrives in a fast-paced managed service environment. You'll support enterprise customers across a range of managed services including IaaS, BaaS, DRaaS and Network.

A solid background in technical service desk or operational support is essential, with cloud platform and disaster recovery experience highly desirable., * Strong troubleshooting skills across Windows and Linux OS, virtualisation, storage, backups and networking

• Excellent communication skills with the ability to work directly with customers and internal stakeholders.
• Strong customer service skills
• Team player with the ability to work effectively across technical teams
• High level of attention to detail
• Full UK driving license

Desired Skills & Experience

• Experience working within a Managed Service Provider (MSP) or enterprise data centre environment
• Exposure to virtualisation platforms such as VMware or Hyper-V
• Experience with physical server installation, maintenance and troubleshooting
• Experience with enterprise backup and disaster recovery solutions such as Cohesity
• Strong Network skills (Firewall Management, Troubleshooting) - Cisco/Fortinet
• Familiarity with vulnerability management tooling
• Exposure to enterprise monitoring platforms
• Experience using ITSM toolsets such as ServiceNow
• Knowledge of ITIL service management practices

Pulled from the full job description

• Annual leave
• Company pension
• Cycle to work scheme
• Company events
• Car scheme, * Competitive salary
• The chance to shape a creative function inside a fast-scaling business
• Direct exposure to every area of the company
• Training and development throughout your time at DataVita, * 33 days annual leave
• Pension: 5% employee, 5% employer
• Life assurance at 4x salary
• Group income protection at 70% of salary for up to 2 years
• Help@Hand: remote GP - physiotherapy, nutritionist, and more
• Cycle to Work and EV car salary sacrifice schemes
• 6 fully expensed company events per year
• Option to donate to charity through salary

DataVita is a next-generation cloud and infrastructure company operating from Tier III-certified data centres in Scotland. We work at the bleeding edge of AI adoption, automation, and how these technologies can be integrated into complex legacy environments to deliver genuine transformation. DataVita is the fastest growing technology company in Scotland, with plans to deploy and invest over £2 billion in the coming years. You would be joining at a relatively early stage of that trajectory. For the right person, this is a chance to build something from the ground up inside a business that is scaling fast.