2nd Line Support Analyst

Evolve IT Recruitment Ltd; City of Edinburgh; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Training days

Charity days

Private health insurance

Gym membership

Job summary

Edinburgh MSP is seeking a dedicated 2nd Line Support Analyst to join their team on a permanent basis. This office-based role requires 5 days onsite per week and offers opportunities for growth in the Microsoft ecosystem.

You will work with a friendly team, focusing on mentoring and career progression, and contribute to delivering effective solutions for clients within an MSP environment.

Qualifications

• Experience working in an MSP environment.
• Proficiency with Microsoft 365 and Azure.
• Support Windows desktops and servers.
• Strong documentation and communication skills.

Responsibilities

• Assist the support desk with answering calls and live chats, providing professional and timely assistance to clients.
• Accurately document ticket notes, ensuring clear communication and prioritisation of client needs.
• Resolve technical IT issues related to desktops, servers, and cloud environments, focusing on Microsoft 365 and Azure platforms.
• Support end-users encountering network and system problems, demonstrating effective troubleshooting skills.
• Ensure appropriate escalation of complex issues to senior team members, maintaining service excellence.
• Contribute to a positive customer experience by delivering creative and effective solutions aligned with client requirements.
• Experience working within an MSP environment is highly advantageous.
• Proficiency in supporting Windows desktops and servers, Microsoft 365, and Azure environments.
• Good network troubleshooting skills and a thorough understanding of the Microsoft ecosystem.
• Strong attention to detail, organisational skills, and the ability to meet deadlines.
• A proactive, curious mindset with a genuine interest in technology and problem-solving.

Skills

Microsoft 365

Azure

Windows

Network troubleshooting

MSP environment

On-site support

Documentation

Job description

We are partnering with a forward-thinking MSP based in Edinburgh to find a dedicated 2nd Line Support Analyst to join their team on a permanent basis.

Our client values professional growth, ongoing learning, and fostering a supportive environment that encourages diverse talent to thrive. This is an office based role - requiring 5 days a week onsite.

The role offers an excellent opportunity to further develop specialised skills within the Microsoft ecosystem, working closely with a friendly team that places a high emphasis on mentoring and career progression. If you have experience in a similar MSP environment and are keen to contribute to a company committed to innovative technology solutions, this could be an ideal next step in your career.

We welcome applications from individuals who are enthusiastic about supporting clients and expanding their IT expertise in a collaborative setting.

• Assist the support desk with answering calls and live chats, providing professional and timely assistance to clients.
• Accurately document ticket notes, ensuring clear communication and prioritisation of client needs.
• Resolve technical IT issues related to desktops, servers, and cloud environments, focusing on Microsoft 365 and Azure platforms.
• Support end-users encountering network and system problems, demonstrating effective troubleshooting skills.
• Ensure appropriate escalation of complex issues to senior team members, maintaining service excellence.
• Contribute to a positive customer experience by delivering creative and effective solutions aligned with client requirements.
• Experience working within an MSP environment is highly advantageous.
• Proficiency in supporting Windows desktops and servers, Microsoft 365, and Azure environments.
• Good network troubleshooting skills and a thorough understanding of the Microsoft ecosystem.
• Strong attention to detail, organisational skills, and the ability to meet deadlines.
• A proactive, curious mindset with a genuine interest in technology and problem-solving.

This role offers a competitive salary based on experience and proven technical competence, with additional benefits including

• 12 specialised training days per year
• 6 charity days
• private health insurance after six months
• contributions towards your monthly gym membership

The organisation champions flexible, inclusive work practices and actively supports your personal and professional development, providing mentoring and career reviews to help you achieve your goals. Join a team that values your contributions and invests in your future - perfect for someone eager to grow their expertise within a collaborative, forward-thinking company.

Please note: our client can not offer sponsorship