M365 / Entra ID Service Desk Technician (Onsite Support)

DATAMTX LLC; Gateshead; On-site; GBP 30,000 - 38,000; Full time

Job summary

Datamtx LLC is seeking dedicated M365 Service Desk Technicians for a 12-month fixed-term contract. Onsite work at our Gateshead offices, with face-to-face and remote support as needed.

You will guide end-users through post-migration activities, manage Entra ID-based access, and support local infrastructure like shared drives and printers during a Microsoft 365 tenant migration.

Qualifications

• Experience in Service Desk, Help Desk or End User Computing support.
• Strong troubleshooting in Windows and Microsoft 365 environments.
• Experience with Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint).
• Knowledge of Entra ID, authentication and access troubleshooting.
• Experience using ITSM/ticketing systems and escalation procedures.

Responsibilities

• Provide hypercare support to end users after M365 migration.
• First point of contact for migration-related issues.
• Troubleshoot Microsoft 365 access, authentication, and connectivity.
• Assist users with shared drives, folders, printers, and apps after migration.
• Troubleshoot Outlook, Teams, OneDrive, SharePoint, and related services.

Skills

Service Desk

End User Computing

Windows

Microsoft 365

Entra ID

ITSM

Communication

Face-to-face support

Tools

Outlook

Teams

OneDrive

SharePoint

Entra ID

Job description

Datamtx (www.datamtx.com) established in 1993 is globally HQ'd in Atlanta USA with a stellar history supporting both M365 Workplace Modernization and ERP / SaaS implementations for S/4HANA, JDE, Oracle Cloud ERP, Peoplesoft, Deltek, Infor (M3 / S3 / Syteline / LN / Factory Track / MacPac XE / LX, XA, CPQ), IFS, Deltek, Blackbaud, Ellucian Banner, D365, SysPro, Epicor, Plex, BlackLine, etc..

Our M365 / ERP projects cover the gamut of typical implementation but we also support bespoke projects and specialty staffing needs covering: data cleanse, customizations, lift & shift, cloud & data migrations, M&A consolidations, Hypercare and Day 1 support. We are also globally partnered with some of some of the Top Accounting, Advisory and Audit firms.

THE ROLE

Job Description: M365 / Entra ID Service Desk Technician (White-Glove Onsite Support)

Position Title: M365 Service Desk Technician

Role Type: 12-Month Fixed-Term Contract

Location: Onsite – Dual Locations (London and Manchester, UK)

Working Pattern: Full-Time, Monday–Friday (Onsite Presence Required)

Reporting To: IT Service Desk Manager / Technical Project Lead

Job Summary

We are seeking dedicated, polished, and customer-focused M365 Service Desk Technicians to join our team on a 12-month contract. Operating onsite in our client's Gateshead offices, you will be the face of IT during a critical organization-wide Microsoft 365 tenant migration.

In this role, technical proficiency meets high-touch, executive-level customer service. You will guide end-users through post-migration activities, manage identity and access via Entra ID, configure local infrastructure (shared folders and printers), and provide white-glove, face-to-face support to ensure seamless business continuity with zero downtime for our staff.

EWe are seeking an experienced M365 Migration Hypercare Support Specialist to provide hands‑on end‑user support during and immediately following a Microsoft 365 tenant migration. This individual will serve as a highly visible, customer‑facing technical resource responsible for helping users quickly resolve issues that arise after migration and ensuring a smooth transition to the new Microsoft 365 environment.

The technical migration itself will be largely automated, so this role is not focused on designing or executing the migration process. Instead, the primary responsibility is supporting end users when something does not work as expected following migration.

The ideal candidate will have a strong Service Desk or Desktop Support background, excellent communication skills, and a customer‑first approach. This person should be comfortable providing remote support over the phone as well as walking to an employee’s desk when hands‑on assistance is the fastest or best way to resolve an issue.

Key Responsibilities

• Provide dedicated hypercare support to end users following an M365 tenant migration.
• Serve as a first point of contact for users experiencing migration‑related technical issues.
• Troubleshoot Microsoft 365 access, authentication, configuration, and connectivity issues.
• Assist users who have lost or cannot access expected shared drives, folders, files, applications, printers, or other resources following migration.
• Troubleshoot Outlook, Teams, OneDrive, SharePoint, and other Microsoft 365 user issues as needed.
• Diagnose user account, permissions, authentication, and access issues involving Microsoft Entra ID.
• Identify whether an issue can be resolved locally or requires escalation to the migration or infrastructure team.
• Provide remote technical support by phone and remote‑support tools as well as in‑person/desk‑side assistance when appropriate.
• Communicate clearly with end users throughout the troubleshooting process and provide a high level of "white glove" customer service.
• Document incidents, troubleshooting steps, resolutions, and recurring issues through the appropriate ITSM/ticketing system.
• Work closely with migration, infrastructure, application, and Service Desk teams to quickly upscale and resolve more complex issues.
• Help identify patterns in post‑migration incidents that may indicate broader migration or configuration problems.
• Maintain a professional, positive, and highly responsive presence during a potentially disruptive technology transition.

Required Skills and Experience

• Previous experience in Service Desk, Help Desk, Desktop Support, or End User Computing support.
• Strong hands‑on troubleshooting experience in a Windows and Microsoft 365 environment.
• Experience supporting Microsoft 365 applications, particularly Outlook, Teams, OneDrive, and related end‑user services.
• Working knowledge of Microsoft Entra ID, including user authentication, identity, access, and permissions troubleshooting.
• Experience troubleshooting end‑user connectivity and access issues involving:
• Shared drives and folders
• Applications
• Printers and peripherals
• User accounts and authentication
• Microsoft 365 applications and services
• Experience working with ITSM/ticketing systems and following incident and escalation procedures.
• Ability to independently troubleshoot issues, determine likely root causes, and escalate appropriately when necessary.
• Excellent verbal communication and interpersonal skills.
• Strong customer‑service orientation with the ability to work effectively with users of varying levels of technical knowledge.
• Comfortable providing both remote and in‑person/desk‑side support.
• Ability to remain organized, responsive, and professional in a fast‑paced environment with potentially high support volumes.

Highly Preferred Experience

• Previous experience supporting an M365 tenant‑to‑tenant migration or similar Microsoft 365 migration.
• Experience providing dedicated post‑migration hypercare or floor‑walking support.
• Experience troubleshooting user profiles, permissions, authentication, OneDrive synchronization, Outlook profiles, Teams access, shared resources, and application access following a migration.
• Familiarity with Active Directory in addition to Microsoft Entra ID.