2nd Line IT Support Analyst

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.

• 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 Power Shell 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.

• 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 .
• 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.

• 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/Uni Fi, Fortinet, or similar networking technologies

Hybrid working is available.

33 Days leave per year.

Private Health cover.

Professional Training & Certification budget.

Pension Scheme.