IT Technician 2nd Line Helpdesk

Location: 37 Shore, Waterview House, Edinburgh, EH6 6QUSalary: £26,000+Job Type: Full-time/35 Hours per weekBenefits: Private healthcare, enhanced pension contributions, funded certifications, hybrid working optionsAre you a technically skilled and customer-focused IT professional ready to step into a pivotal role supporting complex IT systems? We’re looking for a 2nd Line Service Desk IT Support Technician to join our growing IT team and provide expert-level support to our clients.In this role, you’ll resolve escalated IT issues, deliver proactive support, and contribute to infrastructure projects. You’ll be working on a range of systems including networks, servers, Microsoft 365, and cloud platforms. This is an excellent opportunity to grow in a fast-paced and supportive environment with ongoing learning and development.What You’ll Be Doing:? Responding to 2nd line technical support queries via phone, email, and ticketing system? Troubleshooting and resolving hardware, software, and network issues? Managing and maintaining cloud-based services (e.g., Microsoft 365, Azure)? Supporting server infrastructure and virtual environments (e.g., Hyper-V/VMware/Cove)? Assisting with IT projects, migrations, and system upgrades? Creating documentation and contributing to the knowledge base? Mentoring junior support staff and acting as a technical escalation point? Ensuring timely resolution and excellent communication with end-usersWhat We’re Looking For:? Proven experience in a 2nd Line IT support role? Strong understanding of Microsoft ecosystem and networking? Experience with cloud platforms? Familiarity with server management, virtualisation, and backup solutions? Excellent troubleshooting and customer service skills? Relevant IT certifications (e.g., CompTIA, Microsoft, ITIL framwork) are desirableWhat We Offer:Private healthcare for your wellbeingEnhanced pension contributions for long-term securityCareer development and paid certificationsHybrid working options and modern equipmentA dynamic team environment with regular socialsIf you’re a passionate technician who thrives on problem-solving and continuous learning, we want to hear from you!Benefits:Additional leaveCasual dressCompany eventsCompany pensionCycle to work schemeEmployee discountEnhanced maternity leaveEnhanced paternity leaveFlexitimeGym membershipHealth & wellbeing programmeLife insurancePrivate medical insuranceReferral programmeWork from home