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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Graduate Technical Support Analyst - **Company:** Lugo - **Location:** Edinburgh, UK - **Experience:** Starter - **Salary:** £26,200.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Microsoft Azure, Cyber Security, Network Architecture, Networking Basics, Service Development Studio, Information Technology - **Published:** June 3, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=8a6227a368ed979d ## About the Role Do you have a valid Driving License license?, Do you have experience in Windows?, * A recent graduate in IT, Computer Science, Cyber Security or a related field (2:2 or higher) * Passion for technology and helping people solve problems * Strong communication and interpersonal skills * Ability to work independently and as part of a team * Willingness to learn and adapt in a fast-paced environment * Basic understanding of Windows OS, Microsoft 365, and networking fundamentals is a plus ## Description This is an exciting opportunity for a recent graduate to begin building a long-term career in IT. As a 1st Line Technical Support Analyst in our Client Experience Team, you will join the front line of our service delivery, supporting clients with real technical challenges while learning how great IT support really works. You will gain hands-on experience across a wide range of technologies, build confidence in troubleshooting and communication, and develop the practical foundations needed to progress into a specialist or senior role over time. Career Progression: This role offers a clear starting point for a long-term IT career, with structured mentoring, coaching and learning pathways to help you grow. * Progress into Technical Services and, over time, a Senior Analyst role. * Build a pathway into Professional Services, developing the skills to design and implement network infrastructure and Azure environments. * Develop into Account Management if you enjoy working closely with clients. * Follow a cyber security pathway, including Cyber Essentials and IASME Cyber Advisor. We will support your development with training, mentoring and opportunities to build your career at Lugo., * Act as a first point of contact for client support queries, delivering a friendly, professional and reassuring service by phone, email and remote support tools * Diagnose and resolve a broad range of first-line hardware, software, Microsoft 365 and connectivity issues, using a methodical approach to troubleshooting * Escalate more complex issues to Technical Services with clear notes, accurate triage and enough detail to support efficient investigation and resolution * Deliver clear, empathetic communication that helps clients feel heard, informed and supported, including when explaining technical issues to non-technical users * Support the delivery of excellent service by working to agreed SLAs, response targets and ticket handling standards * Contribute to internal documentation, knowledge articles and standard ways of working to improve team learning and service consistency * Attend client sites when required and support project work with guidance from experienced team members, building confidence through hands-on experience * Work collaboratively with colleagues across Client Experience and Technical Services to share knowledge, balance workload and deliver the best outcome for clients * Contribute ideas for improving the helpdesk experience, ticket handling processes and overall service delivery * Take an active role in your learning path, including technical training, service development and relevant certifications * Show a genuine commitment to continuous improvement, professional development and building a successful career in IT ## Related Videos - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Introduction to Azure Machine Learning](https://www.wearedevelopers.com/videos/368-introduction-to-azure-machine-learning) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [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) - [Leave it to the Dutch: How to save on your Azure bill!](https://www.wearedevelopers.com/videos/1530-leave-it-to-the-dutch-how-to-save-on-your-azure-bill) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [7 Most Popular Web Developer Jobs in Europe](https://www.wearedevelopers.com/magazine/163-7-most-popular-web-developer-jobs-in-europe)