At a Glance
- Tasks: Provide top-notch tech support and mentor junior analysts in a dynamic IT environment.
- Company: Join a well-established organisation with a collaborative IT team in Edinburgh.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Enjoy a flexible work schedule and the chance to travel occasionally.
- Why this job: Make a real impact by improving IT services and supporting users daily.
- Qualifications: 2+ years in IT support, strong Microsoft knowledge, and excellent problem-solving skills.
The predicted salary is between 35000 - 38000 £ per year.
Location: Edinburgh (Office-based with hybrid working)
Salary: £35,000 - £38,000 (dependent on experience)
Contract: Full-time, Permanent
We are seeking an experienced Senior Technology Support Analyst to join a busy and collaborative IT function within a well-established organisation. This role is key to delivering high-quality 1st and 2nd line support, ensuring users receive a responsive, efficient, and professional service. Working as part of an internal Service Desk team, you will provide hands-on support across a Microsoft-focused environment while also offering guidance and mentoring to junior team members. You will play an important role in maintaining day-to-day IT operations and contributing to ongoing service improvements.
Key responsibilities
- Provide 1st and 2nd line technical support via phone, email, collaboration tools, and face-to-face.
- Support and mentor Junior Analysts, promoting best practice and effective ways of working.
- Manage and prioritise ticket queues to ensure SLAs are met.
- Escalate issues to internal teams or third-party suppliers where appropriate.
- Carry out routine system checks and maintenance activities.
- Support end-user technology, including setup and deployment of laptops, desktops, and mobile devices.
- Maintain accurate asset records in line with internal processes.
- Ensure compliance with IT policies, security standards, and service management processes.
- Keep clear and accurate records within the service desk system.
- Assist with technology rollouts, upgrades, and occasional site visits.
- Create and maintain user guides, knowledge base content, and technical documentation.
- Collaborate with colleagues across the business to improve IT service delivery.
Required experience
- Previous experience in an IT Support or Service Desk role (minimum 2 years)
- Strong knowledge of Microsoft Windows environments.
- Experience supporting Microsoft 365 applications and services.
- Exposure to cloud platforms such as Microsoft Azure.
- Experience working with end-user hardware and device support.
- Strong troubleshooting and problem-solving skills.
- Familiarity with structured IT service processes (e.g. ITIL).
Skills & attributes
- Strong customer service focus with a proactive approach
- Clear and effective communication skills
- Ability to manage and prioritise a varied workload
- Comfortable working both independently and within a team
- Strong interpersonal skills with the ability to engage a range of stakeholders
- Positive attitude and willingness to learn
- Well organised with good attention to detail
Additional information
This role is based in Edinburgh, with an expectation to work primarily from the office (typically 4 days per week) and flexibility to work remotely 1 day per week. Standard working hours are Monday to Friday, with some flexibility available. Occasional travel to other sites may be required. A valid UK driving licence and access to a vehicle is required. This is a great opportunity for a Senior Technology Support Analyst looking to take on a varied role that combines hands-on support with team collaboration and continuous improvement in a dynamic IT environment.
Senior Technology Support Analyst employer: Station
Join a well-established organisation in Edinburgh as a Senior Technology Support Analyst, where you will thrive in a collaborative and supportive work culture. With a focus on employee growth, you will have the opportunity to mentor junior team members while enjoying a hybrid working model that promotes work-life balance. Benefit from competitive salary packages and a dynamic environment that encourages continuous improvement and innovation in IT service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Technology Support Analyst
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at local tech meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to IT support. We recommend role-playing with a friend or using online resources to get comfortable with your responses.
✨Tip Number 3
Show off your skills! If you’ve got a portfolio of projects or examples of your work, bring them along to interviews. It’s a great way to demonstrate your hands-on experience and problem-solving abilities.
✨Tip Number 4
Don’t forget to apply through our website! We’re always looking for talented individuals like you, and applying directly can sometimes give you an edge over other candidates.
We think you need these skills to ace Senior Technology Support Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your previous IT support roles and any specific achievements that showcase your ability to deliver high-quality service.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for the Senior Technology Support Analyst role. Share your passion for technology support and how your proactive approach aligns with our team's goals.
Showcase Your Technical Skills:Don’t forget to mention your experience with Microsoft Windows environments and Microsoft 365 applications. We want to see your troubleshooting skills in action, so include examples of how you've solved problems in past roles.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity in our collaborative IT team!
How to prepare for a job interview at Station
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft Windows environments and Microsoft 365 applications. Be ready to discuss specific troubleshooting scenarios you've encountered in the past, as this will show your hands-on experience and problem-solving skills.
✨Showcase Your Mentoring Skills
Since the role involves mentoring junior analysts, think of examples where you've guided others or promoted best practices. Highlighting your ability to support and develop team members will demonstrate your leadership potential.
✨Prioritisation is Key
Be prepared to talk about how you manage and prioritise ticket queues. Share specific strategies you use to ensure SLAs are met, as this will reflect your organisational skills and customer service focus.
✨Communicate Clearly
Effective communication is crucial in this role. Practice explaining technical concepts in simple terms, as you'll need to interact with various stakeholders. Clear communication can set you apart from other candidates.
