About the Role
We are looking for an experienced 2nd Line IT Support Analyst to join our team in Edinburgh. The ideal candidate will have a minimum of 2 years' experience working within a Managed Service Provider (MSP) and possess strong technical troubleshooting skills, excellent customer service, and the ability to work in a fast‑paced, client‑focused environment.
This role involves managing escalations from 1st Line, delivering high‑quality remote and on‑site support, and contributing to the continuous improvement of client systems and internal processes.
Key Responsibilities
* Handle 2nd Line support escalations via phone, email, remote tools, and on‑site visits.
* Troubleshoot and resolve complex technical issues across a wide range of hardware, software, and cloud services.
* Support and administer Microsoft 365, Azure AD, Exchange Online, SharePoint, and Teams.
* Troubleshoot network issues including switches, firewalls, VPNs, VLANs, and Wi‑Fi infrastructure.
* Perform server support tasks including Windows Server administration, Active Directory, Group Policy, and basic PowerShell usage.
* Manage and support endpoint security solutions, patching, and device compliance.
* Maintain documentation, asset records, and technical notes within the service desk system.
* Work collaboratively with colleagues, escalating to 3rd Line or vendors when required.
* Assist with project delivery, onboarding, migrations, and system upgrades.
* Provide excellent communication and service to clients at all levels.
Essential Skills & Experience
* Minimum 2 years' experience within an MSP environment.
* Strong knowledge of Microsoft 365 administration and troubleshooting.
* Experience with Windows 10/11, macOS (preferred), and common business applications.
* Solid understanding of networking fundamentals (DNS, DHCP, TCP/IP, firewalls, VLANs).
* Experience supporting servers and Azure AD/Microsoft Entra ID.
* Ability to diagnose and resolve escalated issues independently.
* Strong written and verbal communication skills.
* Full UK driving licence (desirable for on‑site client visits).
* Must live in or near Edinburgh.
Desirable Qualifications
* Microsoft certifications (MS‑900, AZ‑900, MD‑102, etc.)
* Experience with RMM/PSA tools
* Knowledge of cybersecurity frameworks or MSP best practices
* Experience with Ubiquiti/UniFi, Fortinet, or similar networking technologies
Hybrid working is available.
33 Days leave per year.
Private Health cover.
Profession Training & Certification budget
Pension Scheme.