Technical Support Analyst

About The Company

Head Resourcing is a reputable recruitment agency specializing in connecting talented professionals with leading organizations across various industries. With a strong focus on quality and integrity, Head Resourcing has built a solid reputation for delivering tailored recruitment solutions that meet the unique needs of both clients and candidates. The company prides itself on its extensive network, industry expertise, and commitment to fostering long‑term relationships.

By emphasizing professionalism, transparency, and innovation, Head Resourcing ensures that every placement contributes to the growth and success of its clients and candidates alike.

We are seeking a dedicated and experienced Senior Technical Support Analyst to join a well‑established IT services provider based in Edinburgh. This role offers an exciting opportunity to work within a dynamic team, providing high‑level technical support and ensuring the seamless operation of client systems. The Senior Technical Support Analyst will serve as a crucial escalation point, handling complex technical issues with professionalism and expertise.

The position involves direct client engagement, troubleshooting, and resolution of technical problems, as well as contributing to project initiatives that enhance service delivery. The ideal candidate will possess a strong technical background, excellent communication skills, and a proactive approach to problem‑solving. This role is perfect for individuals looking to advance their careers within a supportive environment that values continuous learning and professional development.

The successful candidate will demonstrate a solid background in IT support, with at least two years of experience in a similar role. Essential qualifications include proficiency in Microsoft 365, Windows Server, networking, and virtualization technologies. A strong customer‑focused mindset and excellent problem‑solving abilities are crucial. Candidates should have effective communication skills and the ability to manage multiple priorities efficiently. Desirable qualifications include experience with Azure cloud services and knowledge of cybersecurity frameworks.

Relevant certifications such as Microsoft Certified Solutions Expert (MCSE), CompTIA Security+, or Cisco certifications will be advantageous. A proactive attitude, adaptability, and a passion for technology are also important attributes for this role.

• Provide high‑quality technical support to clients, resolving complex issues related to Microsoft 365, Windows Server, networking, and virtualization.
• Act as an escalation point within the service desk, ensuring timely and effective resolution of challenging technical problems.
• Collaborate with team members and clients to understand technical requirements and deliver appropriate solutions.
• Assist in the deployment, configuration, and maintenance of IT infrastructure and systems.
• Contribute to project delivery by supporting system upgrades, migrations, and implementations.
• Document technical procedures, solutions, and incident reports accurately and thoroughly.
• Participate in ongoing training and development initiatives to stay current with emerging technologies and best practices.
• Engage in proactive monitoring and maintenance activities to prevent issues and improve overall system performance.

The role offers a competitive salary of up to £35,000 along with a comprehensive benefits package that includes performance‑based bonuses, paid training and certification opportunities, and ongoing professional development. Employees enjoy a supportive work environment that encourages growth, innovation, and collaboration. Additional benefits include flexible working arrangements, pension contributions, and access to health and wellness programs. The organization also promotes work‑life balance and values employee well‑being, making it an excellent place for career advancement and personal development.

Head Resourcing is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants, regardless of race, gender, age, disability, sexual orientation, religion, or any other protected characteristic. We believe diversity enriches our workplace and drives innovation. All employment decisions are made based on qualifications, merit, and business needs. We encourage candidates from diverse backgrounds to apply and join our team.