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- Tasks: Monitor critical systems and manage real-time alerts in a dynamic 24x7 environment.
- Company: Join OneAdvanced, a leading tech company transforming industries with innovative solutions.
- Benefits: Enjoy 26 days holiday, private medical insurance, and performance-based rewards.
- Why this job: Be part of a team making a real impact while developing your technical skills.
- Qualifications: Awareness of IT infrastructure and familiarity with monitoring tools is a plus.
- Other info: Flexible shift patterns with opportunities for career growth and learning.
The predicted salary is between 30000 - 42000 £ per year.
Join OneAdvanced. 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, and contribute to knowledge management.
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.
What You Will Have
- 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.
Desirable Skills and Experience
- Basic Windows Server or Azure administration exposure.
- Prior experience in a service desk or NOC environment.
- Interest in automation and tooling.
- Some awareness of ISO standards such as ISO27001 or ISO20000.
Additional Information
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.
What We Do For You
- 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.
- 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.
- SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library.
- Access to external training and apprenticeships.
- MatchIt! Fundraise for a cause close to your heart and OneAdvanced 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 RewardHub, including: ULEV car scheme with 1,000+ models, Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover.
Who We Are
At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society. We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more. OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia. Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation. We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet. Join us and become part of a team that’s powering the world of work and making a real difference.
Support Analyst (24x7) employer: OneAdvanced
Contact Detail:
OneAdvanced Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Analyst (24x7)
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at industry events. Ask them about their experiences and any tips they might have for landing a role at OneAdvanced.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Familiarise yourself with tools like LogicMonitor and ServiceNow, and be ready to discuss how you’d handle real-time alerts and incidents.
✨Tip Number 3
Show your enthusiasm for learning! During interviews, highlight your eagerness to develop your skills and contribute to the team. Mention any relevant courses or certifications you've completed.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining OneAdvanced.
We think you need these skills to ace Support Analyst (24x7)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant skills and experiences that match the Support Analyst role. We want to see how your background aligns with our mission of delivering top-notch technical support.
Showcase Your Technical Skills: Don’t forget to mention any experience you have with IT infrastructure, monitoring tools like LogicMonitor, or ITSM platforms such as ServiceNow. We love seeing candidates who are familiar with the tools we use!
Communicate Clearly: Since this role involves high-pressure situations, it’s crucial to demonstrate your clear communication skills in your application. Use concise language and structure your thoughts well to show us you can handle the heat!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at OneAdvanced
✨Know Your Tools
Familiarise yourself with monitoring tools like LogicMonitor and ITSM platforms such as ServiceNow. Being able to discuss how you've used these tools in past experiences or how you would approach using them in this role will show your readiness for the position.
✨Understand the Process
Since this role involves following structured runbooks, make sure you understand what that means. Be prepared to explain how you would approach troubleshooting and incident management, and give examples of how you've followed processes in previous roles.
✨Communicate Clearly
In high-pressure situations, clear communication is key. Practice articulating your thoughts and responses succinctly. You might even want to do a mock interview with a friend to get comfortable with explaining technical concepts in an easy-to-understand way.
✨Show Your Eagerness to Learn
The ideal candidate is inquisitive and eager to develop. Be ready to discuss how you’ve taken feedback positively in the past and how you plan to continue learning in this role. Highlight any relevant training or certifications you’re pursuing or interested in.
