3rd line support

Im 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.

Youll 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. Youll 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 youll act as the bridge between Managed Services and Professional Services, ensuring smooth project handovers and consistent technical standards. Youll 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.

Theyre looking for someone with proven experience in a senior technical support or infrastructure role, ideally within an MSP. Youll 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 dont hold the afore mentioned certifications dont worry as youll also get paid study time and funded certifications in this role.

In return, youll 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 youre 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.