Senior analyst Work, Jobs in Peebles, Scb (with Salaries)

Senior Technical Support Analyst
Lugo —Edinburgh
- £30,000 - £34,000 a year
- Full-time
- Hybrid work
- Azure
- Software troubleshooting
- Customer service
- Paid training
- Bereavement leave
Quick apply
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4d

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Senior Technical Support Analyst

Lugo -
Edinburgh

Quick apply

Job details

Permanent | Full-time
£30,000 - £34,000 a year

Benefits

Paid training
Employee mentoring programme
Company pension
Company events
Private medical insurance
Transport links
Enhanced maternity leave
Bereavement leave
Enhanced paternity leave
Sick pay

Qualifications

Microsoft Windows Server
Desktop support
Sage
Driving Licence
Azure
Software troubleshooting
Customer service
Windows
Sonicwall
Technical support
Virtualisation
IT support
Computer networking
SharePoint
IT
Help desk
VPN

Full job description

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?
Do you live within travelling distance of Edinburgh City Centre and have the capacity to attend the office during your training period (12 months)?

Experience:

IT support: 5 years (required)

Work Location: Hybrid remote in Edinburgh EH1 1JX

Quick apply

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