Cloud Support Consultant: Incident Responder & Delivery

FSP Retail Team; Glasgow, Reading; On-site; GBP 36,000 - 54,000; Full time

Job summary

FSP is seeking an experienced Support Consultant to join our Secure Managed Services team in the UK. This role blends hands-on technical support with delivering excellent customer-facing service and governance across multiple platforms including Microsoft 365, Azure and Power Platform.

You will manage complex incidents and service requests, contribute to reporting and reviews, and collaborate with customers, partners and internal teams to drive continual service improvement while keeping

Qualifications

• Three years’+ experience in technical support, service desk or managed services delivery.
• 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

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.

Skills

Incident management

Customer communication

Planning & organisation

Initiative

Stakeholder engagement

Education

ITIL Foundation

Tools

Microsoft 365

Azure

Intune

Power Platform

Dynamics 365

Defender

Sentinel

Entra ID

Job description

FSP is seeking an experienced Support Consultant to join our Secure Managed Services team in the UK. This role blends hands-on technical support with delivering excellent customer-facing service and governance across multiple platforms including Microsoft 365, Azure and Power Platform.

You will manage complex incidents and service requests, contribute to reporting and reviews, and collaborate with customers, partners and internal teams to drive continual service improvement while keeping