Role Description We're looking for a capable 1st / 2nd Line Support Engineer with a strong interest in the Microsoft 365 stack to help support, maintain, and improve our customers modern workplace environments. You'll be the first point of contact for incoming tickets — triaging issues, resolving what you can at first line, and escalating the rest to our senior engineers within SLA. You'll work closely with the wider team to deliver consistent, high-quality service across our client base. Key Responsibilities - Support & Triage - Act as first point of contact for incoming helpdesk tickets across our client base - Triage, prioritise, and categorise tickets in line with SLA commitments - Resolve 1st line issues directly and progress 2nd line tickets where skills allow - Escalate complex issues to 2nd / 3rd line engineers with clear, well-documented handovers - Keep clients informed with clear, professional updates throughout ticket lifecycle - Microsoft 365 Administration - Support day-to-day administration of: - Microsoft Entra ID (Azure AD) - Exchange Online - SharePoint Online & OneDrive - Microsoft Teams - Intune - Manage user lifecycle tasks — joiners, movers, leavers, licensing, and access - Assist with device enrolment and basic Intune policy troubleshooting - Security & Compliance - Support MFA, Conditional Access, and Identity Protection tasks under senior guidance - Triage alerts from Microsoft Defender (Office 365, Endpoint, Identity) - Assist with compliance-related requests including retention, DLP, and eDiscovery - Flag potential risks and anomalies to senior engineers - Endpoint & Workplace Support - Troubleshoot Windows 10/11 issues across managed devices - Support users with Office apps, Teams, and collaboration tooling - Assist with basic network connectivity issues (Wi-Fi, VPN, Azure Virtual Desktop) - Career Progression - We are in a growth phase, with a clear strategy built around standardised service delivery, modern workplace specialism, and acquisition-led expansion. That creates real opportunity for the right person to grow with us. We'll actively support your development through: - A defined progression path toward 2nd line, 3rd line, or specialist tracks (e.g. security, Intune, Azure, Microsoft 365 engineering) - Mentoring from senior engineers with deep experience across the Microsoft stack - Exposure to project work alongside day-to-day support, so you build breadth as well as depth - Successful candidates who demonstrate initiative and technical growth can expect genuine opportunities to step up as the team expands. Qualifications - Proven experience in a 1st line or junior 2nd line support role (MSP or internal IT) - Hands-on experience administering Microsoft 365 tenants - Working knowledge of: - Microsoft Entra ID / Azure AD user and group management - Exchange Online basics (mailboxes, distribution groups, mail flow troubleshooting) - SharePoint Online and OneDrive permissions and sharing - Confident troubleshooting Windows 10/11 and common Office app issues - Excellent written and verbal communication — you'll be client-facing daily - Strong organisational skills and the ability to manage multiple tickets concurrently Requirements - Experience in an MSP or multi-tenant environment - Basic Intune experience (Windows and mobile enrolment, simple policies) - Familiarity with Azure fundamentals (IaaS / PaaS basics) - Experience with PSA / RMM tools (e.g. HaloPSA, Autotask, NinjaOne, Datto) - Aware of Cyber Essentials or similar frameworks Benefits - Exposure to a modern Microsoft 365 stack across a diverse SME client base - Clear escalation paths and mentoring from senior engineers