IT Support Specialist - MSP

Zero Surplus - Sales Industry Insight & Talent Strategy; Cambridge; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Remote-friendly

Professional development

Microsoft certifications

Job summary

Zero Surplus is seeking an IT Support Specialist for a hybrid Cambridge/remote role. You will provide 1st–3rd line support across Windows, Microsoft 365, Intune, and security technologies, with a focus on cloud services and MSP environments.

The role offers a flexible, largely remote setup with an initial onsite onboarding period, regular business hours, and opportunities to gain Microsoft certifications and grow within a growing IT business.

Qualifications

• Proven IT support experience, MSP/multi-client preferred.
• Strong knowledge of Microsoft 365 administration.
• Practical experience with Intune and Entra ID.
• Familiarity with Defender, endpoint security, and security basics.
• Solid networking and troubleshooting skills.
• Excellent communication and customer-facing skills.

Responsibilities

• Provide 1st to 3rd line technical support across clients.
• Diagnose and resolve issues in Windows, 365, cloud, and networks.
• Manage Intune deployment, compliance, and policies.
• Administer Microsoft 365 and Entra ID users and security settings.
• Configure Defender and endpoint security features.
• Review security alerts and improve client security posture.
• Support Windows Autopilot and cloud-based device deployment.
• Maintain documentation and own issues through resolution.

Skills

Microsoft 365

Intune

Entra ID

Defender

Networking troubleshooting

Communication skills

Customer support

Tools

Microsoft 365

Intune

Entra ID

Windows Server

Active Directory

Autopilot

Job description

Cambridge (Hybrid) or Remote, Full Time, Competitive Salary + Benefits

We're working with a well-established and growing IT company that specialises in delivering comprehensive technology solutions to business clients. With a strong focus on innovation and customer satisfaction, they've built a reputation for exceptional IT support services and a collaborative, close-knit team culture. As part of a wider family MSP, they offer the backing and opportunities that come from being part of a larger, growing business.

As part of their continued growth, they're now looking for an experienced and motivated IT Support Specialist to join their helpdesk team. This is primarily a helpdesk and cloud-focused role covering 1st, 2nd, and 3rd line support, with particular emphasis on Microsoft 365, Intune, and Microsoft security technologies.

The Role

• Providing 1st to 3rd line technical support across a varied client base
• Diagnosing and resolving issues across Windows, Microsoft 365, cloud services, networks, and associated technologies
• Configuring, managing, and troubleshooting Microsoft Intune, including device enrolment, compliance policies, configuration profiles, and application deployment
• Administering Microsoft 365 and Entra ID, including users, groups, authentication, Multi-Factor Authentication, and Conditional Access
• Configuring and supporting Microsoft Defender, endpoint security, BitLocker, and other Microsoft security features
• Reviewing security alerts, vulnerabilities, and Microsoft Secure Score recommendations to help clients improve their security posture
• Supporting Windows Autopilot and modern cloud-based device deployment
• Troubleshooting networking issues including LAN, WAN, WiFi, VPNs, and firewalls
• Supporting Windows Server and Active Directory environments where required
• Assisting with Microsoft 365 migrations, system upgrades, and other technical projects
• Maintaining accurate technical documentation and taking ownership of support issues through to resolution
• The role can be largely remote, ideally with an initial onboarding period working from the Cambridge office; after this, there's considerable flexibility to work remotely, with occasional attendance at the office or client sites as needed
• Working hours are 8:30am to 5:30pm, Monday to Friday, with some flexibility required

Requirements

• Proven experience in an IT support role, ideally within an MSP or multi-client environment (minimum 2 years)
• Strong knowledge of Microsoft 365 and its administration; MS certification would be desirable
• Practical experience with Microsoft Intune and Entra ID
• Good knowledge of Microsoft security technologies, including Conditional Access, Defender, and endpoint security
• Strong networking and troubleshooting skills, including experience with routers, switches, and firewalls
• Good understanding of Windows desktop and server environments, including a working knowledge of virtualisation
• A good understanding of cyber security principles and their practical application within businesses
• Excellent communication and interpersonal skills

Personal Qualities

• Friendly and confident when communicating with clients and colleagues
• Good sense of humour
• Articulate and well presented, with an excellent telephone manner
• Organised, with excellent attention to detail
• Able to take ownership of technical problems and work through them logically
• Keen to continue developing your knowledge of Microsoft cloud and security technologies
• Ready to hit the ground running and self-motivated

What They Offer

• A friendly and supportive working environment within an established and growing IT business
• A largely remote role with flexibility around where you work
• The backing and additional opportunities that come from being part of a larger MSP
• Exposure to a wide range of Microsoft cloud, security, and infrastructure technologies
• Opportunities for professional development, training, and relevant Microsoft certifications