About the role
You will be the escalation point for issues passed up from first-line support. You will own tickets through to resolution, administer Microsoft 365 and Intune, and make sure problems are fixed for good, not just for today.
What you will do
- Own escalated incidents and service requests through to resolution
- Administer Microsoft 365: Exchange Online, Teams, SharePoint and OneDrive
- Manage users, groups and access in Active Directory and Microsoft Entra ID
- Manage devices with Intune and Autopilot: enrolment, compliance and apps
- Support Windows 10/11, macOS, networking (DNS, DHCP, VPN, Wi-Fi) and printing
- Handle starters and leavers, device builds and deployments
- Keep tickets, documentation and the knowledge base accurate
Minimum qualifications
- Bachelor's degree in Computer Science, Engineering or a related field, or equivalent practical experience
- 3+ years in IT support, including 2+ years at 2nd line
- Current Microsoft MD-102 (Endpoint Administrator Associate)
- Hands-on Microsoft 365, Entra ID, Intune and Autopilot administration
- CompTIA A+ or Network+
- Experience working to SLAs in an ITSM tool (ServiceNow, Freshservice, Halo or similar)
- English at CEFR C1 or above (IELTS 7.0 or equivalent)
Expert knowledge
- Intune and Autopilot in depth: compliance policies, configuration profiles and Win32 app packaging
- Entra ID Conditional Access design, MFA methods and sign-in log troubleshooting
- Exchange Online mail flow: SPF, DKIM, DMARC, transport rules and message trace
- Windows troubleshooting with Event Viewer, Group Policy results and Sysinternals
Preferred qualifications
- Microsoft MS-102 or AZ-104
- ITIL 4 Foundation
- PowerShell scripts you can show
- MSP experience supporting several clients
Before any offer we verify your certificates, qualifications, references and right to work in the UK. Security roles also need background screening (BPSS) and may need security clearance.
SOWTK is an equal opportunity employer. We welcome applicants of every background and do not discriminate on any characteristic protected by the Equality Act 2010.