Senior Technical Analyst: Lead Escalations & Improvement

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

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