3rd line support

Cathcart Associates Group Ltd; City of Edinburgh; On-site; GBP 34,000 - 40,000; Full time

Job summary

A Managed Services Provider is seeking a Senior Technical Analyst to join their team in Edinburgh. This hybrid role requires expertise in Windows Server, Azure, Microsoft 365, and networking. The analyst will mentor junior teams while handling complex technical issues. The position offers a salary of up to £40,000, 22 days of holiday plus 8 public holidays, and additional benefits such as paid study time for certifications.

Benefits

Paid study time

Funded certifications

Private Medical Insurance

7% employer pension contribution

22 days holiday plus 8 public holidays

Qualifications

• Proven experience in a senior technical support or infrastructure role, ideally within an MSP.
• Strong skills in Windows Server, networking, Microsoft 365, Azure, and virtualisation.
• Good understanding of ITIL practices.

Responsibilities

• Act as the final escalation point for complex issues in infrastructure, networking, cloud, and applications.
• Support and mentor 1st and 2nd line teams while ensuring high service quality.
• Document work and build a solid knowledge base in IT Glue.

Skills

Windows Server

Networking

Microsoft 365

Azure

Virtualisation

ITIL practices

PowerShell automation

Tools

IT Glue

Job description

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 bonus!

If 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.