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 options Are 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-users What 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 desirable What We Offer: Private healthcare for your wellbeing Enhanced pension contributions for long-term security Career development and paid certifications Hybrid working options and modern equipment A dynamic team environment with regular socials If you’re a passionate technician who thrives on problem-solving and continuous learning, we want to hear from you! Benefits: Additional leave Casual dress Company events Company pension Cycle to work scheme Employee discount Enhanced maternity leave Enhanced paternity leave Flexitime Gym membership Health & wellbeing programme Life insurance Private medical insurance Referral programme Work from home