Help Desk Support Specialist

We are seeking a Help Desk Support Specialist to provide on-site IT support at two customer office locations in London. The schedule is Monday through Friday, 8:00 AM to 5:00 PM, rotating between the two locations as needed. When not actively handling on-site support, you will be expected to work on tickets through our ITSM software, FreshService.

As our environment is fully cloud-based and built on the Microsoft ecosystem, this role requires a strong understanding of Microsoft technologies such as Azure, Microsoft 365, and Endpoint Manager (Intune). This position combines technical troubleshooting, cloud environment administration, and exceptional customer service to deliver seamless support.

Key Responsibilities:

• Rotate between two customer sites in London to provide on-site IT support for end users, ensuring technical issues are resolved efficiently.
• Handle and resolve Tier 1 and Tier 2 service desk escalations via FreshService, focusing on Microsoft cloud environments.
• Support and manage users in a Microsoft 365 environment, including troubleshooting issues with Outlook, Teams, SharePoint, and OneDrive.
• Perform Azure Active Directory (AAD) administration, including password resets, user provisioning, and group management.
• Troubleshoot connectivity issues in a cloud-based network environment, including VPN and remote desktop problems.
• Deploy, manage, and troubleshoot endpoint devices using Microsoft Endpoint Manager (Intune).
• Ensure compliance with IT policies related to data protection, password security, and access provisioning.
• Maintain accurate and detailed documentation of troubleshooting steps, resolutions, and IT processes in the knowledge base.
• Stay up-to-date with Microsoft cloud-based technologies and best practices to enhance support services.

Qualifications:

Required Skills and Competencies:

• Strong knowledge of Microsoft 365 services (Outlook, Teams, SharePoint, OneDrive) and administration tools.
• Experience with Azure Active Directory (AAD), including user management and group policies.
• Familiarity with Microsoft Endpoint Manager (Intune) for device deployment and management.
• Solid understanding of cloud-based networking fundamentals, including VPN troubleshooting.
• Demonstrated ability to resolve technical issues efficiently in a fully cloud-based environment.
• Strong focus on customer service and the ability to explain technical concepts clearly to non-technical users.
• Excellent organizational skills with the ability to prioritize tasks and meet deadlines independently.
• Proven problem-solving skills with a proactive and resourceful mindset.

Preferred Qualifications:

• Certifications such as Microsoft 365 Fundamentals (MS-900), Azure Administrator Associate (AZ-104), or similar.
• Experience with ITSM platforms like FreshService, ServiceNow, or similar tools.
• Knowledge of compliance standards such as ISO 27001 or GDPR.
• Previous experience in supporting a cloud-first IT environment with a focus on Microsoft technologies.

Salary Range:

Based on market research for similar roles in London supporting a cloud-based Microsoft environment, the salary range for this position is between £32,000 and £40,000 annually, depending on experience, certifications, and technical expertise.

Why Join Us?

This role provides the opportunity to work in a fully cloud-based environment with cutting-edge Microsoft technologies, solving real-world IT challenges for our customers. If you are an IT professional passionate about cloud technologies and delivering exceptional customer service, we encourage you to apply.

Seniority level

Entry level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting

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