Support Analyst; x

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 Service Now, 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.

• Monitor critical systems and alerts using Logic Monitor 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 elevate tickets within Service Now 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.

• Awareness of IT infrastructure components such as servers, storage, and networking.
• Familiarity with monitoring or ITSM tools (e.g. Logic Monitor, Service Now).
• 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.

• 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 ISO
  27001 or ISO
  20000.

This is a shift-based role forming part of a 24x7 operations squad. Candidates must be willing and able to work a 24x7 pattern including nights, weekends, and public holidays.

Please note, applicants must have the legal right to work in the UK at the time of application.

Wellbeing that means something

• 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
• 24/7 Employee Assistance Programme for confidential support
• Private medical insurance for everyone, no medical-history exclusions

Financial benefits that have your back

• Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures
• Income protection: up to 75% salary for 5 years if you ever need it
• Pension with 5% matched company contributions
• Life assurance worth 4x your salary from day one
• Free financial planning session with the option to engage in more tailored financial coaching.

Grow your career with us

• Skills Hub learning platform with leadership pathways, future-manager training, and a huge online library
• Access to external training and apprenticeships

Making a Difference

• Match It! Fundraise for a cause close to your heart and One Advanced will match part of the funding
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger

Plus plenty other flexible benefits to suit your lifestyle on our Reward Hub, including:

• ULEV car scheme with 1,000+ models
• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover, Health Assessment, Gym Membership

At One Advanced, we are at the forefront of delivering…