• Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant
• Provide advanced remote and onsite technical support for end users across Microsoft 365, Azure, Windows, macOS, mobile devices, and business applications
• Act as the primary escalation point for Tier 1 Engineers, owning complex incidents through to resolution
• Troubleshoot and resolve issues relating to Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Entra ID (Azure AD), and Intune
• Administer Microsoft Intune, Autopilot, device compliance policies, application deployment, and endpoint security configurations
• Manage Microsoft Entra ID, Active Directory, Group Policy, user provisioning, access management, and identity-related issues
• Support Azure-hosted services, Azure Virtual Desktop (AVD), virtual machines, storage, and cloud networking
• Perform advanced troubleshooting of networking technologies including TCP/IP, DNS, DHCP, VPNs, Wi-Fi, SD-WAN, and connectivity issues
• Configure, maintain, and troubleshoot firewalls, switches, wireless infrastructure, and network security controls
• Investigate and respond to security incidents, suspicious activity, phishing reports, and endpoint security alerts in accordance with customer procedures
• Ensure service requests, incidents, changes, and problem records are managed in line with agreed SLAs and ITIL best practices
• Create and maintain high-quality technical documentation, knowledge articles, and customer-specific support procedures
• Identify recurring issues and drive continual service improvement through automation, standardisation, and process enhancements
• Work collaboratively with Tier 3 Engineers, Technical Architects, and Project Teams to resolve complex issues
• Provide technical mentoring and knowledge sharing to Tier 1 Engineers to improve overall team capability
• Deliver excellent customer service through proactive communication, effective expectation management, and regular case updates

Benefits

• Hybrid working
• Electric car scheme
• 25 days’ holiday: 28 days after three years of service
• Referral bonus
• Employee assistance programme
• Cycle-to-work scheme
• Company pension scheme
• Enhanced maternity and paternity pay
• Benefits platform: With exclusive discounts and offers
• Living wage employer

• Experience supporting Azure services, including Azure Virtual Desktop (AVD)
• Build trusted relationships with customers through professionalism, accountability, and ownership of issues from initial diagnosis through to resolution
• Strong documentation and knowledge management skills
• Ability to remain professional and composed during priority incidents, escalations, and high-pressure situations
• Understanding of security best practices including MFA, Conditional Access, Zero Trust, and endpoint protection
• Excellent written and verbal communication skills with the ability to engage confidently with end users, senior stakeholders, third parties, and technical teams
• Strong documentation, presentation, and knowledge-sharing skills
• Strong customer service mindset with proven experience managing customer expectations and delivering positive customer outcomes
• Communicate technical concepts clearly to both technical and non-technical audiences, ensuring customers understand impact, risks, and resolution plans
• Ability to prioritise workload effectively and perform under pressure while maintaining service quality
• Strong administration experience with Microsoft 365, Exchange Online, Teams, SharePoint, and OneDrive
• Participate in customer service reviews, major incident calls, and technical discussions where strong communication and stakeholder management are essential
• Deliver excellent customer service through proactive communication, effective expectation management, and regular case updates
• Strong working knowledge of Microsoft Intune, Autopilot, and modern endpoint management
• Solid understanding of networking technologies including DNS, DHCP, TCP/IP, VPN, VLANs, and routing fundamentals
• Excellent customer service, communication, and stakeholder management skills
• Experience administering Microsoft Entra ID (Azure AD), Active Directory, and Group Policy
• Produce clear, concise, and accurate case notes, technical documentation, knowledge articles, and customer communications
• Experience supporting firewalls, switches, wireless networks, and network security technologies
• Demonstrate excellent written and verbal communication skills, maintaining a high standard of professionalism across telephone, email, Teams, and customer-facing interactions
• Experience working within an MSP or multi-customer support environment
• Strong troubleshooting skills across Windows 11, macOS, mobile devices, and endpoint security solutions
• Microsoft Certified: Endpoint Administrator Associate
• Microsoft Certified: Azure Administrator Associate (AZ-104)
• ITIL Foundation
• CompTIA Network+
• CompTIA Security+
• Microsoft 365 Administrator certifications