Senior Technical Support Analyst – Technical Services
At Lugo, we believe technology should be a bridge – not a barrier. For more than two decades, we’ve helped organisations across Scotland deliver their long-term IT strategies with confidence – securely, efficiently and simply.
We work closely with our clients to build long-term partnerships, taking the time to understand their organisation, support their goals and help them navigate change with confidence. Our approach is people-focused and practical, providing clear advice, approachable support and technology solutions that make a meaningful difference to their day-to-day operations.
Our values – Leading, Uniting, Growing, Outstanding – shape everything we do:
- Leading with pioneering secure IT strategies tailored to regulated industries
- Uniting people and technology through meaningful, human-centred connections
- Growing by supporting dynamic change and organisational development
- Outstanding service delivered with integrity, transparency and LugoLove
Role Overview
We’re looking for a Technical Support Analyst to join our Technical Services team. This is a hands-on, client-facing role for someone who enjoys solving technical problems, taking ownership of more complex issues and acting as a clear escalation point within the service desk. As part of Technical Services, you’ll play an important role in resolving escalated incidents, supporting project work and helping to maintain excellent technical standards across the team.
As part of Technical Services, you’ll also take on a broad range of responsibilities, including deployment of Microsoft 365 environments, managing onsite installations, coordinating technical project activity and helping to maintain strong technical standards across the team.
We’re looking for someone who is proactive, dependable and solutions-focused, with a genuine passion for IT and a commitment to delivering outstanding service. You should be comfortable working independently, collaborating closely with others and sharing your knowledge to support the wider team.
What we offer
At Lugo, we are committed to growth and believe that continuous learning and development should be part of every team member’s journey. We are looking for people who are passionate about building their knowledge, developing their skills and progressing in their role. To support this, we provide quarterly coaching and development sessions, paid training opportunities and mentoring to help each team member develop their technical and wider skills.
We also offer a warm and approachable company culture, quarterly company catch-ups and an annual away day, giving team members the opportunity to connect, share ideas and build strong working relationships across the business.
Responsibilities
- Handling support queries by phone and email on our busy helpdesk managing and prioritising support tickets according to SLAs and KPIs.
- Acting as a clear escalation point for more complex technical issues, taking ownership of investigation, troubleshooting and resolution
- Demonstrating a strong dedication to client care, with the ability to understand their technical needs
- Managing onsite installations and coordinating technical project activity, providing a high standard of client-facing delivery and helping to ensure projects run smoothly from planning through to completion.
- Delivering end-to-end Microsoft 365 environments for clients, including configuration, migration, rollout and handover, with a focus on quality, usability and security.
- Acting as a product champion for one of Lugo’s core solutions, taking ownership of internal knowledge, keeping the team up to date on developments and supporting colleagues to use and manage the product effectively.
- Attending industry events throughout the UK and Europe.
- Keeping up to date with the latest industry technology
- Solving problems independently and working in the best interests of the team.
- Mentoring and supporting team members
Main requirements
- A minimum of 5 years’ experience on an IT helpdesk.
- A valid UK driving licence to attend client offices.
- Excellent prioritisation skills and the ability to manage workload to meet client expectations.
- Experience with Windows operating systems.
- An excellent telephone manner with strong attention to detail.
- Experience of providing a high level of customer service in a similar role.
- A minimum of 2 years’ experience in: Windows Server administration; Microsoft 365, Teams and SharePoint; network security, VPN, switching/routing, firewalls and Wi-Fi; virtualisation (Hyper-V); and AV/firewall rules and policies.
Desirable qualities
- Experience with Microsoft Azure.
- Experience with SonicWALL.
- Sage and CCH support experience, including general troubleshooting and upgrades.
- Knowledge of virtual desktop infrastructure.
- Knowledge of cloud backup and recovery systems.
- Experience of managing third-party relationships.
- Knowledge of Cyber Essentials or a cyber qualification.
Benefits
- Salary based on experience
- Personal development meetings every quarter
- Quarterly Team Catch Ups
- Private Medical Insurance - Bupa
- Salary Sacrifice Pension
- Corporate away weekend
- Enhanced Paternity Pay
- Enhanced Maternity Pay
- Paid Dependants Leave
Job type: Permanent, Full-time
Schedule: Monday to Friday, 37.5 hour working week. Variable shifts to cover helpdesk hours, 8am-4pm, 9am-5pm and 10am-6pm
Location: Based at our central Edinburgh office, hybrid working considered after initial training period
Pay: £30,000.00-£34,000.00 per year
Benefits:
- Bereavement leave
- Company events
- Company pension
- Employee mentoring programme
- Enhanced maternity leave
- Enhanced paternity leave
- Private medical insurance
- Sick pay
- Transport links
Application question(s):
- Do you have a valid UK driving liscense?
Experience:
- IT support: 5 years (required)
Work Location: Hybrid remote in Edinburgh EH1 1JX
