3rd Line Analyst

East of England Co-op; Ipswich; Hybrid; GBP 49,000 - 50,000; Full time

Job summary

A regional retail cooperative in Ipswich is seeking an experienced 3rd Line Analyst to lead on complex IT issues. You'll act as the final escalation point for technical incidents, work collaboratively in a hybrid model, and play a vital role in enhancing the IT infrastructure. The role requires proven experience in IT support, a strong technical background, and excellent problem-solving abilities. Apply to contribute to a purpose-driven organization with opportunities for development and modern technologies.

Benefits

Competitive salary

Hybrid working

Opportunities for development

Qualifications

• Strong understanding of cyber security principles and best practices.
• Ability to work independently and manage priorities.
• Knowledge of SaaS, hosting, or cloud computing.

Responsibilities

• Serve as the technical escalation point for complex IT incidents.
• Conduct advanced troubleshooting and root cause analysis.
• Monitor system performance and identify opportunities for enhancement.

Skills

Proven experience supporting IT at a 2nd/3rd line level

Strong technical expertise in infrastructure, servers, networking, and security

Excellent problem-solving skills

Flexibility to support out-of-hours

Tools

Active Directory

Azure AD

PowerShell

SQL

Linux

Job description

East of England Co-op provided pay range

This range is provided by East of England Co-op. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Job Title: 3rd Line Analyst
Location: Wherstead Park, Ipswich, Suffolk
Salary: £49,000 – £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: Technical Support Leader
Team: Technology (IT)

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

Essential

• 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

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. Apply now to help shape a resilient and future‑ready IT landscape.

Seniority level

Associate

Employment type

Full‑time

Job function

Information Technology

Industry

Retail