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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Technical Support Analyst - **Company:** Lugo - **Location:** Edinburgh, UK - **Experience:** Expert - **Salary:** £30,000.0 - £34,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Microsoft Azure, Remote Backup Services, Desktop Virtualization, Hyper-V, Virtual Private Networks (VPN), Network Security, Windows Servers, Microsoft SharePoint, Virtualization Technology, Wi-Fi Technology, Sonicwall, Firewalls (Computer Science), Routing & Switching, Firewall Services Module - **Published:** June 3, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=7d68a3761edca860 ## About the Role Do you have a valid Driving License license?, Do you have experience in Technical support?, * A minimum of 5 years' experience on an IT helpdesk. * A valid UK driving licence to attend client offices. * Excellent prioritisation skills and the ability to manage workload to meet client expectations. * Experience with Windows operating systems. * An excellent telephone manner with strong attention to detail. * Experience of providing a high level of customer service in a similar role. * A minimum of 2 years' experience in: Windows Server administration; Microsoft 365, Teams and SharePoint; network security, VPN, switching/routing, firewalls and Wi-Fi; virtualisation (Hyper-V); and AV/firewall rules and policies. Desirable qualities * Experience with Microsoft Azure. * Experience with SonicWALL. * Sage and CCH support experience, including general troubleshooting and upgrades. * Knowledge of virtual desktop infrastructure. * Knowledge of cloud backup and recovery systems. * Experience of managing third-party relationships. * Knowledge of Cyber Essentials or a cyber qualification., * Do you have a valid UK driving liscense?, * IT support: 5 years (required) ## Description We're looking for a Technical Support Analyst to join our Technical Services team. This is a hands-on, client-facing role for someone who enjoys solving technical problems, taking ownership of more complex issues and acting as a clear escalation point within the service desk. As part of Technical Services, you'll play an important role in resolving escalated incidents, supporting project work and helping to maintain excellent technical standards across the team. As part of Technical Services, you'll also take on a broad range of responsibilities, including deployment of Microsoft 365 environments, managing onsite installations, coordinating technical project activity and helping to maintain strong technical standards across the team. We're looking for someone who is proactive, dependable and solutions-focused, with a genuine passion for IT and a commitment to delivering outstanding service. You should be comfortable working independently, collaborating closely with others and sharing your knowledge to support the wider team. What we offer At Lugo, we are committed to growth and believe that continuous learning and development should be part of every team member's journey. We are looking for people who are passionate about building their knowledge, developing their skills and progressing in their role. To support this, we provide quarterly coaching and development sessions, paid training opportunities and mentoring to help each team member develop their technical and wider skills. We also offer a warm and approachable company culture, quarterly company catch-ups and an annual away day, giving team members the opportunity to connect, share ideas and build strong working relationships across the business. Responsibilities * Handling support queries by phone and email on our busy helpdesk managing and prioritising support tickets according to SLAs and KPIs. * Acting as a clear escalation point for more complex technical issues, taking ownership of investigation, troubleshooting and resolution * Demonstrating a strong dedication to client care, with the ability to understand their technical needs * Managing onsite installations and coordinating technical project activity, providing a high standard of client-facing delivery and helping to ensure projects run smoothly from planning through to completion. * Delivering end-to-end Microsoft 365 environments for clients, including configuration, migration, rollout and handover, with a focus on quality, usability and security. * Acting as a product champion for one of Lugo's core solutions, taking ownership of internal knowledge, keeping the team up to date on developments and supporting colleagues to use and manage the product effectively. * Attending industry events throughout the UK and Europe. * Keeping up to date with the latest industry technology * Solving problems independently and working in the best interests of the team. * Mentoring and supporting team members ## Related Videos - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [AI for Enterprise Developers - Dr. Damir Dobric](https://www.wearedevelopers.com/videos/1831-ai-for-enterprise-developers-dr-damir-dobric) ## Related Articles - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london)