3rd line support

1 week ago

City of Edinburgh, United Kingdom Cathcart Associates Group Ltd Full time

I’m working with a growing Managed Services Provider to hire a Senior Technical Analyst (3rd Line) to join their high-performing team in Edinburgh (hybrid 2 days in office). This is a role that combines hands-on problem-solving with real influence over how services evolve.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. You’ll be working closely with the Service Desk Coordinator to spot recurring issues, drive proactive improvements, and contribute to change management and root cause analysis.This role goes beyond firefighting as you’ll act as the bridge between Managed Services and Professional Services, ensuring smooth project handovers and consistent technical standards. You’ll document your work in IT Glue, build out a solid knowledge base, and engage directly with clients when needed by providing expert guidance and confident communication during escalations.They’re looking for someone with proven experience in a senior technical support or infrastructure role, ideally within an MSP. You’ll have strong skills across Windows Server, networking, Microsoft 365, Azure, and virtualisation, along with a good understanding of ITIL practices. Certifications such as Microsoft, Cisco, CompTIA or ITIL would be an advantageous but are not essential. Experience with PowerShell automation would be a huge bonusIf you don’t hold the afore mentioned certifications don’t worry as you’ll also get paid study time and funded certifications in this role.In return, you’ll join a forward-thinking MSP that truly values expertise and development. The role offers a salary of up to £40,000, hybrid working (two days in the Edinburgh office), 22 days’ holiday plus 8 public holidays, rising with service to a maximum of 35 days, a 7% employer pension contribution, Private Medical Insurance and many more great benefits.If you’re ready to step into a role where your knowledge, initiative, and leadership make a real impact this could be your perfect next move. Please apply or contact Matthew MacAlpine at Cathcart Technology. #J-18808-Ljbffr

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