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Tech Stack
Tools & technologiesAzureCloudCyber Security
About the role
Key responsibilities & impact- Manage complex incidents, service requests and customer escalations across supported customer environments through to resolution
- Act as a technical escalation point across Microsoft 365, Azure, Intune, Power Platform, Dynamics 365, cybersecurity tooling and custom applications
- Support customer relationships through service reporting, reviews, governance and escalation activity
- Track SLA performance, risks, actions, onboarding, transition and service improvements
- Coordinate with internal technical teams, customers, partners and vendors to progress high-priority issues and remove blockers
- Share knowledge with colleagues, improve troubleshooting approaches and strengthen customer communication
- Identify opportunities to improve customer experience, service resilience, reporting, automation and operational efficiency
Requirements
What you’ll need- 3+ years’ experience in technical support, service desk or managed services delivery
- Strong working knowledge of Microsoft cloud and workplace technologies, including Microsoft 365, Azure, Entra ID, Intune, Defender, Sentinel, Power Platform or Dynamics 365
- Experience managing complex incidents, service requests and customer escalations
- Clear and confident communication skills, with the ability to engage customers, technical teams and senior stakeholders
- Strong planning, prioritisation and organisational skills
- Initiative and commitment to improving service delivery
- Commitment to keeping technical skills up to date with evolving technology
- Knowledge or experience in Managed Services or another multi-customer support environment advantageous
- ITIL Foundation certification or practical experience of ITIL-aligned service management advantageous
- Experience with customer-facing service reviews, service reporting, SLA analysis, action tracking, service improvement, onboarding or service transition advantageous
- Relevant Microsoft technical, security or service management certifications advantageous
Benefits
Comp & perks- Full-time employment
- Hybrid working arrangement
- Opportunity to develop broader customer and service activity exposure
- Knowledge sharing and colleague development
- Opportunities to contribute to service improvement, automation and operational efficiency
- Support and development in a culture of belonging, opportunity and excellence
- Opportunity to grow and succeed within the organisation