You’ll take full ownership of support requests from initial contact through to resolution, working within a collaborative IT team across a modern Microsoft 365 hybrid environment. This role is ideal for someone who enjoys hands-on support, structured troubleshooting, and gaining exposure to wider infrastructure and project work.
What you’ll be doing
* Acting as the first point of contact for IT incidents and service requests, managing them through to resolution
* Taking full ownership of support tickets end-to-end within the ITSM system
* Providing support across Windows, Android, and iOS devices, Microsoft 365 services, and core business applications
* Troubleshooting within a Microsoft 365 hybrid environment (including Exchange Online, Teams, SharePoint, Intune, and endpoint security)
* Managing joiners, leavers, and role changes, ensuring secure and timely access provisioning
* Installing, configuring, and maintaining IT hardware and software in line with company standards
* Monitoring systems and responding to security alerts, including MFA, compliance, and access controls
* Supporting ISO 27001-aligned processes and working with teams such as HR, Finance, and Compliance
* Contributing to IT improvements, problem management, and project delivery
What you’ll gain
* A varied, hands-on role with full ownership and accountability
* Exposure to a modern Microsoft 365 environment, including identity, security, and endpoint management
* Opportunities to work alongside the Network Engineer and IT Manager, gaining infrastructure and networking experience
* Involvement in key IT projects such as upgrades, migrations, and security improvements
* Ongoing training and support for professional certifications
* A collaborative and supportive team where your contribution is recognised
Essential skills & experience
* At least 2 years’ experience in a Service Desk or IT support role within a Microsoft/Windows environment
* Strong troubleshooting skills with a structured, logical approach
* Excellent communication skills, with the ability to support users at all levels
* Ability to prioritise and manage a varied workload in a busy environment
* A proactive, customer-focused mindset with strong ownership of issues
* Good organisational skills and attention to detail
* GCSEs (or equivalent) in Maths and English (grade 4/C or above)
* Willingness and ability to travel between sites when required
Desirable skills & experience
* Experience with Microsoft 365 administration, endpoint management, and software deployment tools
* Understanding of networking and security concepts (e.g. subnets, VLANs, firewalls)
* Basic scripting knowledge (e.g. PowerShell)
* Familiarity with IT governance frameworks such as ISO 27001 or Cyber Essentials
* Relevant IT certifications (CompTIA, Microsoft, Cisco), or a commitment to ongoing development
* A curious, analytical mindset with strong attention to detail
* A collaborative team player with a calm and professional approach
Salary description
£25000.00 - £35000.00 per year