Senior IT Support Analyst - Local to Edinburgh Office

Lumanity is dedicated to improving health outcomes by accelerating and optimizing access to life-changing medicines. As a global strategic partner that brings together strategy, evidence, engagement, and technology, we were designed to engineer breakthrough value to tackle our clients’ toughest challenges by revolutionizing how value is generated, demonstrated, and communicated.

We are currently seeking an IT professional to join our IT Infrastructure and Operations team within our centralized global IT department as a Senior IT Support Analyst. This is a hybrid opportunity for a candidate in the Edinburgh area that will require on-site support as and when needed in our area offices.

The Senior IT Support Analyst will provide technical support to end users for hardware, software, and systems and assist in various IT Operations related projects. They will also act as a technical escalation path for IT Support Analysts and triage management involvement where needed.

Essential Duties/Responsibilities:

• Providing level one and level two systems support for all employees and contract workers, ensuring timely and effective problem resolution using broad technical and customer relationship skills.
• Configuring and arranging new equipment and software licenses for new starters and current employees following outlined procedures.
• Troubleshooting MAC and Windows laptop issues via phone or remote tools.
• Logging and managing incidents and service requests using standard ITSM tools and guidelines, ensuring service levels are met, and escalating delays and issues as necessary.
• Following up with customers to provide status updates and information as problems are resolved.
• Collaborating with external vendors for advanced troubleshooting, which may include operational products, infrastructure, and security vendors.
• Using standard practices, guidelines, support structures, and escalation protocols to ensure prompt and documented problem resolution.
• Maintaining a high level of knowledge for the installed application base within the enterprise.
• Acting as an escalation point for IT Support Analysts, providing knowledge and technical advice and escalating issues to the appropriate technical team members for resolution.
• Working on technical projects under the supervision of the IT Support Manager and infrastructure team members.
• On-boarding, migrating, and off-boarding users according to service levels.
• Checking backups and providing external IT Department contact.
• Ensuring proper recording of hardware and software assets in asset register.
• Performing system administration for IT infrastructure by installing upgrades and regularly released patches for Microsoft-based servers/desktops.

• Bachelor's degree in computer science or related field, or equivalent related work experience
• 2-5 years experience using ITIL v3/4 methodologies
• Experience working within an IT service desk environment providing support
• Experience/familiarity with technical support and troubleshooting with:
• Laptops, PC’s, iPhones, Androids, MAC’s
• AD, DFS, DNS, RDP, DHCP, Print Services
• Microsoft Windows 11 / MAC OS Sequoia
• Microsoft Office applications (Excel, Outlook, PowerPoint, Word, Teams)
• Microsoft Exchange (On-Prem/365)
• Microsoft Windows Server 2016/2019
• Patch/Security Management (Update Rings)
• SenseOn/Fortinet/Windows Defender
• Endpoint Deployment Technologies (Autopilot/InTune/Jamf/Jumpcloud)
• Wired and Wireless networking technologies
• Automation of AD and Exchange (PowerShell)
• VPN and Direct Access (or other remote working technologies)
• Office 365 Administration
• ITIL Standard practices.

We offer our employees a comprehensive benefits package that focuses on what matters to you – health and well-being, personal finances, professional development, and a healthy work/life balance:

• Competitive salary plus annual bonus scheme
• Private health insurance plus enhanced dental and optical cover
• Generous pension scheme
• Generous amount of paid days holiday
• Enhanced maternity and paternity pay for employees with 2+ years of service
• Access to comprehensive Mortgage Advisor Service
• Group income protection
• Life assurance coverage at 4x base salary
• EV car scheme and more