ENVIRONMENT:

Our client provides proactive IT management, technical support and strategic technology guidance to UK businesses that require experienced IT leadership and support without employing an in-house IT Director.

They are seeking a technically skilled and client-focused IT Support Specialist to work closely with the technical lead in delivering and developing their managed IT services. The role combines hands-on technical support, Microsoft 365 administration, infrastructure improvements and ongoing client relationship management.

The successful candidate will act as a trusted technical contact for multiple clients, taking ownership of support requests, implementing technical improvements, identifying opportunities to enhance IT environments and helping businesses maximise the value of their Microsoft 365 investments. This is an opportunity to develop increasing responsibility for technical delivery and day-to-day client relationships, with strategic direction, technical guidance and escalation support provided by senior leadership.

DUTIES:

• Own day-to-day support requests: investigate problems, resolve them and keep clients informed.
• Administer and improve Microsoft 365 environments, including Entra ID, Intune, Exchange Online, SharePoint,
• OneDrive, Teams and Defender.
• Help clients make better use of the capabilities their Microsoft 365 licences provide, improving security,
• productivity and value for money.
• Configure and deploy Windows devices remotely, coordinating with UK colleagues for physical setup.
• Manage iPhones and iPads through Intune and provide occasional macOS support.
• Carry out proactive maintenance, investigate alerts and address recurring issues.
• Deliver agreed configuration changes and technical improvements, checking and documenting the results.
• Work alongside Warren on projects and the rollout of consistent standards across clients.
• Build ongoing client relationships, understand how people work and keep agreed actions moving.
• Maintain clear client documentation and accurate ticket records.
• Coordinate with suppliers when their assistance is needed, retaining ownership of the client’s issue.
• Identify opportunities to simplify work through automation, PowerShell and appropriate use of AI.

REQUIREMENTS:

• Solid practical Microsoft 365 administration and troubleshooting experience, including hands-on exposure to
• Entra ID and Intune.
• Good Windows troubleshooting skills and an understanding of networking fundamentals.
• Clear spoken and written English, with a friendly, patient and professional approach to clients.
• The ability to explain technical matters in plain language and understand what the client needs.
• The ability to investigate independently, recognise your limits and ask for help at the right time.
• A methodical approach: understand the problem, make considered changes, check the outcome and
• document the work.
• Reliability and follow-through, including managing priorities when support requests interrupt planned work.
• Curiosity about technology and a willingness to learn and contribute ideas.
• You do not need to be an expert in every product listed. Strong foundations, sound judgement and a willingness to
• develop matter more than knowing everything already.

Useful additional experience

• Working for an MSP or supporting several client organisations.
• Technical account management or responsibility for ongoing client relationships.
• Managing iOS/iPadOS devices through Intune and supporting macOS.
• PowerShell, automation and practical use of AI tools.
• RMM, ticketing and documentation systems. NinjaOne experience would be particularly useful as we are
• considering moving to it.
• Microsoft 365 security improvements and device deployments.