IT Support Analyst (1st to 2nd Line Progression)
We are looking for an experienced 1st Line Support Analyst who is ready to step up. This is not an entry-level position — but it is not a top-tier 2nd line role either. It sits deliberately in between: you have already proven yourself on a busy service desk, you handle users and tickets confidently without hand-holding, and you are now pushing at the edges of 1st line work.
You will own day-to-day support while being actively developed into 2nd line capability — escalations, Microsoft 365 administration, Intune, networking and security fundamentals. If you keep picking up tickets that are "technically 2nd line" because you wanted to learn, this role was written for you.
To be upfront: this is not "just another job in tech", and we are not looking for people who want one. We hire passionate technologists who love technology and seek it out for both work and play – the kind of person who builds labs at home and learns new tools because they want to, not because they were told to.
In return, this role is a genuine career launchpad. From here you can progress into our data & AI product-building team, become a security specialist within our Security Operations, or develop towards Architect / Solutions Architect. Candidates who can demonstrate genuine passion and a fast rate of learning will be prioritised – provided they can prove the fundamentals today.
About 3Gi
We are a UK-based technology services group specialising in Cloud, AI, MIP and Cyber Security. We own and operate three technology brands – meaning we call the shots, move fast, and build things we believe in.
We follow a "Netflix-style" culture of freedom and responsibility, where high performance and innovation go hand in hand.
If you want corporate layers and red tape, this won't be your place. If you want growth, accountability, and impact – it absolutely will be.
About the Role
You will:
- Own 1st line tickets end-to-end across hardware, software, Microsoft 365 and networking
- Take on escalations and stretch tickets at the lower end of 2nd line, with senior engineers behind you
- Set up new starters and leavers – accounts, licences, devices and access
- Build and deploy desktops and laptops, including Intune enrolment
- Assist with system updates, technical rollouts and automation deployments
- Monitor client environments and flag issues before they escalate
- Communicate clearly with both technical and non-technical users
- Produce accurate documentation and follow established processes
This is an in-person role with significant interaction with senior engineers – ideal for someone serious about progressing their career in a structured, professional environment.
About You
This role is suited to someone who already has solid, hands-on 1st line experience and wants to turn it into a genuine career in technology. You will do well here if you:
- Have a real passion for technology – you seek it out for both work and play
- Are comfortable with the fundamentals and find yourself wanting the harder tickets
- Learn new technology proactively – Google, YouTube, AI tools, building labs – rather than waiting to be sent on a course
- Are excited by where technology is heading – AI, data, cloud and security – and want to be part of building it
- Stay calm under pressure and can manage competing priorities in a busy environment
- Are reliable, organised and take full ownership of your work from start to finish
- Want to build a career in technology, not just have another job in tech
To be clear on level: if you are completely new to IT, this is not the right starting point – keep an eye out for our junior openings instead. Equally, if you are an established 2nd line analyst, this will feel like a step back; we hire for that level separately. We want the person in between.
Required Experience (Essential)
To be considered, you must already have:
- Minimum 12 months recent 1st line / service desk experience, ideally within an MSP or multi-site environment
- A proven ability to resolve everyday issues independently across Windows 10/11, Microsoft 365, hardware and printing
- Working knowledge of:
- Microsoft 365 support and basic administration – users, licences, password resets, mailboxes
- Active Directory basics – users, groups and permissions
- Networking fundamentals – TCP/IP, DNS, DHCP and Wi-Fi troubleshooting
- Device builds, imaging and deployment
- Experience working with a ticketing system and to SLAs
- Strong written and verbal communication skills
- Evidence of being a fast learner with strong technical curiosity and the ability to absorb new technologies rapidly
If the fundamentals are not there yet, applications will not be progressed.
Preferred Experience (Advantageous)
- Exposure to Microsoft 365 admin centres, Entra ID or Intune
- Basic PowerShell, or an interest in scripting and automation
- Exposure to security tooling, alert triage or Microsoft Secure Score
- Experience in an MSP or multi-client environment
- IT-related education or certifications (e.g. CompTIA, Microsoft fundamentals)
Career Progression – Where This Role Can Take You
We are not hiring someone to sit on a service desk forever. This role is the proving ground for our advanced teams, and the people who show capability and hunger move up quickly. The path runs through 2nd Line Support Analyst and then into one of three specialist tracks:
- Data & AI – joining our data / AI product-building team, working on real products that we own and ship
- Security – becoming a security specialist within our Security Operations
- Architecture – developing towards Architect / Solutions Architect
You do not need to know which track is yours yet. You will get exposure to all three as you develop, and we will shape the path around where your strengths and interests land. Progression is based on capability, not tenure.
What We Offer
- 20 days holiday + bank holidays, additional days with tenure.
- Mentoring from senior engineers and a defined route into 2nd line and the specialist tracks beyond
- Hands-on exposure to advanced infrastructure, cybersecurity, AI and modern automation tooling
- Smart-Casual dress, team environment, on-site parking
Working Hours
Monday to Friday, 08:00 – 17:00.
We run wider cover across the business, and you will join it as you develop – but not on day one. To be clear about what that looks like:
- Saturday morning cover, on a rotation. This starts once you are up to speed and confident in the role, not immediately.
- Night shift cover, on a rotation. This comes later in your progression, once you are operating as a more experienced 2nd line engineer.
Neither is part of the role from day one. We would rather be straight with you now than surprise you six months in.
Work Location
WhiteGates Business Center, Alexander Lane, Shenfield
Must be able to reliably commute.
To Apply
Only apply if you meet the required experience outlined above – and please do not apply if you are looking for "just another job in tech". This role demands solid fundamentals, a genuine passion for technology, and a real commitment to building a career with us.
Job Type: Full-time, Permanent
Ability to commute/relocate: Brentwood CM15 8QF: reliably commute or plan to relocate before starting work (required)
Work Location: In person, 5 days a week – no hybrid
Pay: £28,000.00-£32,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Company pension
- Free flu jabs
- Free parking
- On-site parking
- Sick pay
Work Location: In person
