3rd Line Support Analyst

• Act as the highest level of technical escalation within the support function.
• Diagnose and resolve incidents across infrastructure, cloud, and networking.
• Handle technical incidents and service requests.
• Resolve infrastructure, server, storage, virtualisation, and networking issues.
• Support and maintain cloud and hosted customer environments.
• Coordinate and own support tickets, ensuring service levels are maintained.
• Maintain core service platforms, including patching and incident resolution.
• Liaise with third-party vendors and customers.
• Create and maintain technical documentation.

Technologies:

• Cloud
• Cisco
• Firewall
• FortiGate
• Hyper-V
• Support
• ITIL
• Linux
• VMware
• Veeam
• Windows

• Experience as a senior technical infrastructure professional, ideally in a 3rd line support or highest-level escalation role.
• Strong troubleshooting skills across infrastructure, cloud, and networking environments.
• Physical troubleshooting and installation experience across predominantly Windows servers.
• Experience with storage platforms and backup technologies.
• VMware or Hyper-V expertise.
• Networking and firewall experience across Cisco and Fortigate.
• Experience working within ITIL-based service environments.
• Desirable: experience working within an MSP.
• Desirable: Linux administration experience.
• Desirable: experience supporting enterprise cloud platforms.
• Desirable: experience with Veeam Backup & Replication.

We are a Glasgow-based technology services business and are growing our operations team. This is a permanent opportunity with a salary circa £34k plus an on-call package. We offer the chance to work with modern cloud and data centre technologies in a senior technical role where you can drive continuous improvement and help support challenging infrastructure issues. We are committed to respect, equality, diversity, and inclusion, and we welcome applicants from all backgrounds. If you need any adjustments during the recruitment process, we encourage you to let us know so we can support you.