Role Overview We have an exciting opportunity for an experienced Support Consultant to join our Secure Managed Services team. This role combines hands-on technical support with customer-facing service delivery responsibilities. The successful applicant will manage complex incidents and service requests, while also supporting managed service reporting, customer reviews, escalations, service governance and continual improvement. This role is suited to a Support Consultant who wants exposure to broader customer and service activity while remaining technically involved in day-to-day delivery. Responsibilities Manage complex incidents, service requests and customer escalations across supported customer environments, ensuring progress, actions and updates are clearly tracked 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, helping to 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. Support colleagues by sharing knowledge, improving troubleshooting approaches and strengthening customer communication. Identify opportunities to improve customer experience, service resilience, reporting, automation and operational efficiency. About you Three years’ + experience in technical support, service desk or managed services delivery Possess a strong working knowledge of Microsoft cloud and workplace technologies such as: Microsoft 365, Azure, Entra ID, Intune, Defender, Sentinel, Power Platform or Dynamics 365. Experience in managing complex incidents, service requests and customer escalations. A clear and confident communicator, able to engage with customers, technical teams and senior stakeholders. Possess strong planning, prioritisation and organisational skills Keen to show initiative, seek ways to improve service delivery, and keep your technical skills up to date with evolving technology Knowledge and experience of the following would be advantageous: Working in Managed Services or another multi-customer support environment. ITIL Foundation certification or practical experience of ITIL-aligned service management. Experience with customer-facing service reviews, service reporting, SLA analysis, action tracking, service improvement, onboarding or service transition activities. Relevant Microsoft technical, security or service management certifications. Who are FSP? FSP is a leading enterprise transformation consultancy specialising in Data
Support Consultant employer: FSP Retail Team
FSP Consulting Services is an exceptional employer, renowned for its employee-first strategy and commitment to fostering a collaborative and innovative work culture. With a focus on professional growth, employees are encouraged to develop their skills in a supportive environment, while the company's recognition as the #1 Best Company to Work For in the UK highlights its dedication to employee satisfaction and well-being. Located in the vibrant South East, FSP offers unique opportunities to engage with cutting-edge cybersecurity projects, making it an ideal place for those looking to make a meaningful impact in their careers.
