Senior Technical Analyst (3rd Line)
We’re partnering with a growing Managed Services Provider to bring on a Senior Technical Analyst to our high‑performing team in Edinburgh (hybrid, 2 days in office). Your role will blend hands‑on problem solving with the authority to shape how services evolve.
Key Responsibilities
You’ll be the final escalation point for complex infrastructure, networking, cloud, and application issues, supporting and mentoring the 1st and 2nd line teams while ensuring service quality stays top tier.
Your day‑to‑day work will include:
* Managing the escalation queue and coordinating with the Service Desk Coordinator to spot recurring issues and drive proactive improvements.
* Participating in change management and root‑cause analysis to minimise repeat incidents.
* Serving as the bridge between Managed Services and Professional Services to guarantee smooth handovers and consistent technical standards.
* Documenting solutions in IT Glue, building a solid knowledge base, and engaging directly with clients during escalations.
Qualifications & Experience
We’re looking for someone with proven experience in a senior technical support or infrastructure role, ideally within an MSP. Key technical skills and experience include:
* Windows Server administration
* Networking fundamentals
* Microsoft 365 & Azure services
* Virtualisation technologies
* Understanding of ITIL practices
Certifications such as Microsoft, Cisco, CompTIA, or ITIL are advantageous but not essential. Experience with PowerShell automation will be a huge bonus.
We provide paid study time and funded certifications for any required qualifications.
Compensation & Benefits
The role offers a salary of up to £40,000, hybrid working (two days in the Edinburgh office), and 22 days’ holiday plus 8 public holidays (rising to 35 days with service). Additional benefits include a 7% employer pension contribution, Private Medical Insurance, and many more perks.
How to Apply
If you’re ready to step into a role where your expertise, initiative, and leadership make a real impact, please apply or contact Matthew MacAlpine at Cathcart Technology.
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