Senior Technical Analyst

Head Resourcing; City of Edinburgh; On-site; GBP 36,000 - 44,000; Full time

Job summary

Head Resourcing is seeking a Senior Technical Analyst in Edinburgh to lead escalation, mentor engineers, and drive continual service improvements within a busy technical operations team. The role involves working with project delivery, operations and client teams to resolve complex issues and ensure smooth transitions into business-as-usual support.

You will engage in hands-on technical work, stakeholder management, and contribute to strategic service improvements, documentation, and knowledge

Qualifications

• Proven experience in a senior technical support, infrastructure or managed services role.
• Strong troubleshooting across Windows Server, Microsoft 365 and networking.
• ITIL-based incident, problem and change management experience.
• Experience with PSA, RMM and service desk platforms; PowerShell exposure.

Responsibilities

• Act as the senior escalation point for complex technical issues.
• Diagnose and resolve infrastructure, cloud, networking and application-related incidents.
• Provide technical guidance and mentoring to junior team members.
• Participate in root cause analysis and post-incident reviews.
• Contribute to change management processes and service enhancements.
• Share knowledge and best practice across technical teams.
• Deliver technical guidance and training during client engagements.
• Support project handovers into operational support.
• Maintain high-quality technical documentation and knowledge articles.
• Promote documentation best practices and knowledge sharing.

Skills

Senior technical support

Infrastructure

Troubleshooting

PowerShell

Education

HNC/HND or equivalent experience

Tools

PSA

RMM

Service desk platforms

Job description

Salary: Up to £40,000 + Benefits (including bonus)

Job Type: Permanent, Full Time

The Opportunity

Head Resourcing is delighted to be supporting a growing Edinburgh-based managed services organisation in the search for an experienced Senior Technical Analyst to join their high-performing technical operations team.

This is an excellent opportunity for a senior infrastructure and support professional looking to play a key role in both technical delivery and service improvement. Acting as the highest point of escalation within the support function, you will work closely with operational and project teams to resolve complex technical issues, drive continual service enhancements and support the successful transition of projects into business-as-usual support.

The role offers a blend of hands-on technical work, stakeholder engagement, mentoring and involvement in strategic service improvement initiatives.

Key Responsibilities

Technical Escalation & Leadership

• Act as the senior escalation point for complex technical issues.
• Diagnose and resolve infrastructure, cloud, networking and application-related incidents.
• Provide technical guidance and mentoring to junior team members.
• Participate in regular operational reviews and team collaboration sessions.

Service Improvement & Change Management

• Identify recurring issues and implement proactive solutions.
• Support continuous improvement initiatives across support services.
• Contribute to change management processes and service enhancements.
• Participate in root cause analysis and post-incident reviews.

Project & Operational Collaboration

• Work closely with project delivery teams to ensure technical alignment.
• Support project handovers into operational support.
• Share knowledge and best practice across technical teams.
• Contribute to both client-facing and internal technical initiatives.

Documentation & Knowledge Management

• Maintain high-quality technical documentation and knowledge articles.
• Ensure accurate recording of solutions, procedures and technical standards.
• Promote documentation best practices and knowledge sharing.
• Support compliance, security and operational standards.

Client Engagement

• Provide technical expertise during escalations and service incidents.
• Participate in client meetings where technical input is required.
• Deliver technical guidance and training where appropriate.
• Support project activities remotely and occasionally on customer sites.

What We’re Looking For

• Proven experience in a senior technical support, infrastructure or managed services role.
• Strong troubleshooting skills across:
• Windows Server
• Microsoft 365
• Networking technologies
• Excellent communication and stakeholder management skills.
• Experience working within ITIL-aligned environments, particularly incident, problem and change management.
• Microsoft, Cisco, CompTIA or ITIL certifications.
• Experience with PSA, RMM and service desk platforms.
• Exposure to automation and scripting technologies such as PowerShell.

Personal Qualities

• Proactive and solution-oriented approach.
• Strong ownership and accountability.
• Excellent analytical and problem-solving abilities.
• Comfortable working independently and collaboratively.
• Passion for learning, knowledge sharing and continuous improvement.
• Ability to perform effectively in a fast-paced environment and manage competing priorities.

Requirements

• Relevant HNC/HND qualification or equivalent experience.
• Background in IT support, infrastructure or desktop support.
• Full UK driving licence.

What’s on Offer?

• Exposure to a broad range of modern technologies.
• Clear opportunities for professional development and certification.
• Collaborative and supportive team culture.
• Opportunity to influence service improvements and technical standards.