IT Support Engineer (Microsoft 365 Migration)

Carrington Blake Recruitment; United Kingdom; Hybrid; GBP 60,000 - 80,000; Part time

Job summary

A reputable IT support firm in the United Kingdom seeks a First Line IT Support Engineer to assist users during the Microsoft 365 migration. This role involves providing excellent customer service, troubleshooting technical issues, and supporting corporate devices such as iPhones and iPads. The ideal candidate will have strong first-line IT support skills, problem-solving abilities, and experience with technologies like Microsoft 365 and Active Directory. On-site support at Brent Civic Centre is required for this position.

Qualifications

• Strong troubleshooting and first-line IT support for users during migration.
• Ability to resolve technical issues efficiently in a fast-paced environment.
• Experience in supporting Microsoft 365 applications and corporate networks.

Responsibilities

• Act as the first point of contact for IT issues via the Service Desk.
• Monitor and resolve incoming call and ticket queues.
• Provide support for Microsoft Office and Exchange Online.

Skills

Strong first-line IT support

Troubleshooting skills

Strong communication skills

Ability to prioritise workload

Ability to adapt quickly

Tools

Microsoft 365

Active Directory

Microsoft Intune

SCCM

Windows desktop support

Job description

Job Description

First Line IT Support Engineer (Microsoft 365 Migration)

Directorate: Finance and Resources
Department: Digital Services (Shared Technology Services)
Location: Brent Civic Centre (on-site support required)
Reporting to: Business Relationship Manager
Contract type: Hourly
DBS Check: Basic
Politically Restricted: No

Job Purpose

Shared Technology Services (STS) is supporting two London Boroughs with the migration of their on-premise Microsoft Exchange environment to Exchange Online (Microsoft 365). We are seeking a First Line IT Support Engineer to provide frontline technical support to end users throughout the migration process and as part of the wider IT service desk. The role focuses on delivering excellent customer service, resolving technical issues efficiently, and ensuring accurate documentation of incidents and fixes.

Key Responsibilities

Service Desk & User Support

• Act as a first point of contact for IT-related issues via the IT Service Desk.
• Monitor incoming call and ticket queues, perform initial triage, and assign incidents to the appropriate teams.
• Take ownership of assigned tickets and resolve issues within agreed SLAs.
• Provide clear, professional communication to users at all levels.

Microsoft 365 & Migration Support

• Support users during the deployment of Microsoft Office (Click-to-Run).
• Assist users whose mailboxes have been migrated to Exchange Online.
• Provide first-line support for Outlook, Teams, and Outlook Web Access (OWA).
• Support and reconfigure corporate iPhones and iPads following migration using Microsoft Intune.

End User Computing & Infrastructure Support

• Provide first-line support for corporate PCs, laptops, and virtual desktops.
• Assist with software deployment and updates using SCCM.
• Support Active Directory user accounts and policies.
• Assist users with corporate network and Wi‑Fi connectivity.

Documentation & Change Management

• Accurately document incident resolution and technical fixes within the service desk system.
• Update and maintain the IT knowledge base to support future issue resolution.
• Log and document changes in line with ITIL and change management processes.
• Ensure IT asset records and licensing information are accurate and up to date.

Collaboration & Flexibility

• Provide on-site IT support at Brent Civic Centre.
• Work as part of virtual and cross‑functional technical teams.
• Provide cover for colleagues and assist with projects across other IT teams when required.
• Occasionally work outside normal hours (08:00–18:00) and at weekends during key project phases.
• Offer guidance and limited supervision to junior staff or apprentices.

Skills & Experience

Essential Skills

• Strong first-line IT support and troubleshooting skills.
• Ability to diagnose and resolve technical issues efficiently.
• Ability to prioritise workload in a fast‑paced environment.
• Strong communication skills, both verbal and written.
• Ability to adapt quickly to new technologies and environments.

Technical Knowledge (Essential)

• Microsoft 365, including Exchange Online, Outlook, Teams
• Windows desktop and laptop support in a corporate environment
• Active Directory user and policy management
• Corporate mobile device support (iPhone/iPad) using Microsoft Intune
• Software deployment using SCCM
• Basic understanding of corporate networks and Wi‑Fi
• Awareness of ITIL service management principles

Experience

• Experience working in a technically complex IT environment.
• Experience supporting users with varying technical ability.
• Experience working to documented processes and procedures.
• Experience liaising with third‑party suppliers to resolve technical issues.

Additional Requirements

• Commitment to data protection, information governance, and council policies.
• Understanding of safeguarding responsibilities relating to children and vulnerable adults.
• Evidence of ongoing professional development.