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Service Desk Analyst
Era4 develops, owns and operates AI infrastructure across the UK, powered by renewable energy. Converting legacy industrial and energy sites into modern data-centre facilities, Era4 is combining brownfield regeneration opportunities with cleaner, efficient, scalable compute capacity for healthcare, research, finance, enterprise, and public-sector organisations.
Must be located within Bristol or surrounding area due to onsite requirements.
We can consider interim options for this position, if this is preferred please fill out day rate in application.
Role Summary
We are looking for various NOC Analyst’s / Service Desk Analyst’s to join our Operations Centre. You’ll be the first point of technical response for infrastructure alerts, incidents, and service requests, helping to keep customer-facing services stable and well-supported.
This is not a script-only helpdesk role. You will monitor alerts, investigate using agreed runbooks, perform basic Linux and network checks, keep tickets accurate, update customers clearly, and escalate to specialist engineering teams when issues need deeper support.
Key Responsibilities
- Monitor alerts and service requests using ITSM and monitoring tools.
- Triage incidents by urgency and impact, including P1–P4 classification.
- Log, update, and manage tickets with clear diagnostics and next steps.
- Perform first-line and L2 checks using runbooks, dashboards, and logs.
- Conduct basic Linux diagnostics, such as checking logs, services, and system status.
- Use networking fundamentals to support initial triage, including TCP/IP, DNS, DHCP, VLANs and routing basics.
- Escalate to SRE, DevOps, Network, platform, or vendor teams with clear evidence.
- Provide customer-facing updates in line with SLAs.
- Support shift handovers, routine health checks, and operational reporting.
- Help improve knowledge articles, runbooks, and standard operating procedures.
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Essential Experience
- Previous experience in a Service Desk, NOC, infrastructure support, managed services, or technical support environment.
- Comfortable working in a 24/7 shift-based operations environment.
- Experience using an ITSM/ticketing tool such as HaloITSM, ServiceNow, Jira Service Management, FreshService or similar.
- Good troubleshooting mindset and ability to follow structured runbooks.
- Basic Linux command-line confidence.
- Networking fundamentals: TCP/IP, DNS, DHCP, VLANs, routing/switching basics.
- Experience reading monitoring dashboards or alerts.
- Strong written and verbal communication, especially during incidents.
- Good judgement on when to resolve, when to escalate and what information to capture.
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Nice To Have
- Experience / Interest in AI infrastructure, data centres, HPC or GPU environments.
- Exposure to Grafana, Prometheus, SolarWinds, Zabbix, Datadog, CloudWatch or similar.
- Basic Bash or Python scripting.
- ITIL Foundation, CompTIA Network+, Linux+ or similar.
- Experience in cloud, hosting, data centre, MSP, or infrastructure operations.
Why Join Era4
You’ll be joining a mission-driven start-up building critical national infrastructure, where operational excellence directly enables growth. This role offers high visibility with leadership, real autonomy, and the chance to shape how a next-generation company operates at scale.
Diversity & Inclusion
Era4 is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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