Junior Support Engineer in London

At Ingentive, we are a Microsoft Elite Partner recognised as one of the Great Places to Work, and proud to hold all seven Microsoft solution designations. We specialise in transforming business systems through AI-led application development and process optimisation, with a strong focus on both Power Platform and the Dynamics 365 stack for CRM and ERP.

The Junior Support Engineer reports to the Managed Services Lead and is responsible for providing first-line support to clients across Microsoft Dynamics 365 (ERP & CRM), Power platform, and Microsoft 365 technologies. This entry-level position offers an excellent opportunity to begin a career in Microsoft business applications, with structured exposure to enterprise-grade solutions and IT service management practices.

Essential Expertise:

• A Levels, Level 3 Apprenticeship or relevant IT qualifications.
• Familiarity with Microsoft 365 applications.
• Awareness of Microsoft Dynamics 365 or Power Platform.
• Understanding of basic IT support principles (ticketing systems, triage, incident logging).
• Strong customer service and communication skills with both technical and non-technical users.
• Ability to prioritise, troubleshoot, and resolve user issues at a first-line level.
• Team player with strong attention to detail and willingness to learn from senior colleagues.

Desirable Expertise:

• Previous experience in an IT support or helpdesk environment (e.g., internships, part-time roles).
• Exposure to ticketing systems such as DevOps, Microsoft Dynamics Customer Services or equivalent.
• Basic knowledge of remote support tools and remote desktop services.
• Microsoft certifications (e.g., Microsoft Fundamental).
• Awareness of ITIL v4 and ISO27001/27018/ GDPR compliance practices.

Responsibilities:

• Act as the first point of contact for client queries via ticketing system, call, email, or Teams.
• Log, categorise, and triage incidents and service requests.
• Provide first-line support and assist in troubleshooting user issues across Dynamics 365, Power Platform, and Microsoft 365.
• Support user administration, security roles, and access management.
• Escalate complex issues to senior engineers, consultants, or developers as required.
• Record solutions and contribute to internal and client knowledge bases.
• Maintain accurate records of support tickets and user administration.
• Support the continual improvement of processes in line with ITIL practices.
• Collaborate with consultants, developers, and other teams to deliver excellent client outcomes.
• Provide professional, client-focused communication always.
• Work within ISO 27001/27018, ISO 9001, and GDPR-aligned environments.
• Support adherence to ITIL-aligned processes.

Your performance will be measured against the achievement of targets, against the objectives and responsibilities listed above, and against the following standard criteria:

• Responsiveness and resolution of IT tickets within agreed SLAs.
• User satisfaction and professionalism in support delivery.
• Accuracy and completeness of ticket documentation and knowledge base updates.
• Collaboration and teamwork with consultants, developers, and support colleagues.
• Adherence to security and compliance protocols (e.g., GDPR, ISO, Cyber Essentials).
• Behaviour and collaboration in line with company values.

Successful applicants must have the right to work in the UK and a basic DBS check is required for this position. Ingentive are committed to equality of opportunity, diversity and inclusion. We welcome applications from all suitably qualified candidates.