Senior Technical Support Analyst

About the role

We are seeking a proactive Senior Technical Support Analyst to join a well‑established IT services provider in Edinburgh. You will work in a client‑facing, hands‑on environment, acting as the key escalation point for complex technical issues while contributing to project delivery.

Key responsibilities

• Take ownership of 2nd‑line incidents and provide high‑quality resolutions.
• Serve as the primary escalation contact for the service desk.
• Collaborate with project teams to deliver technology solutions.
• Prioritise workloads and communicate status clearly to clients.
• Maintain documentation of resolutions and knowledge‑base articles.

Required profile

• Strong experience in 2nd‑line IT support.
• Customer‑focused mindset with excellent problem‑solving abilities.
• Ability to manage priorities and communicate effectively with clients.
• Desirable experience with Azure and cyber‑security frameworks.

Required skills

• Microsoft 365
• Windows Server
• Networking
• Virtualisation
• Azure (optional)
• Cyber security frameworks (optional)

What we offer

• Salary up to £35,000 per year.
• Excellent benefits package, including performance bonus.
• Quarterly coaching and structured development sessions.
• Paid training and certification opportunities.
• Ongoing mentoring and clear progression pathways.