Microsoft 365 Analyst

Silicon Reef; Remote; GBP 34,000 - 40,000; Full time

Job summary

A leading technology support firm is looking for a Technical Support Specialist with a strong background in Microsoft 365 to provide L2 & L3 support. The ideal candidate must have a minimum of 3 years’ experience and proficiency in SharePoint administration, HTML, CSS, and JavaScript. This remote-based role will require occasional on-site support and involvement in small projects. Excellent troubleshooting and communication skills are essential for delivering outstanding client support.

Qualifications

• Minimum 3 years’ experience in 2nd & 3rd line support in client-facing roles.
• Proficiency in SharePoint administration, including site collection administration and user management.
• Strong understanding of SharePoint Modern features and workflow automation.
• Excellent troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.

Responsibilities

• Provide Microsoft 365 expertise for clients, supporting delivered solutions and products.
• Triage and remediate incoming issues while providing small project support.
• Administer Silicon Reef internal IT services like Azure and business SaaS applications.
• Prepare reports on client issues and keep stakeholders informed of progress.

Skills

Proficiency in SharePoint administration

Knowledge of HTML, CSS and JavaScript

Experience with PowerShell and PowerApps

Excellent troubleshooting skills

Effective communication and interpersonal skills

Education

ITIL Foundation Certificate

Tools

Microsoft 365

Intune

Teams

Azure

Job description

Salary : circa £40,000

Location : Remote-based in England. Will be required to be on-site occasionally for client support in Greater London.

We’re looking for someone who can deliver great technical support to our clients and our internal teams. This role will act as L2 & L3 support for clients, while stepping into small projects for our professional services team. The individual will help build out and deliver our approach to client support and internal IT at Silicon Reef that maintains our strong standard for client expectation setting and relationship management. The ideal candidate will have at least three years' experience delivering support in Microsoft 365 across SharePoint Modern, Power Automate, Teams and PowerShell.

You will :

• Provide Microsoft 365 expertise for our clients, supporting the solutions and products that have been delivered.
• Triage and remediate incoming issues and elevate where needed.
• Resolve client issues via our client portal, e‑mail and Teams calls.
• Administer Silicon Reef internal IT services (such as our Devices, M365 tenant, Azure, and business SaaS applications).
• Find ways to minimise tickets from being raised (for example, by creating and updating Knowledge Base Articles to help our clients (self‑serve or writing documentation to share with End User 1, 2, and 3 Line Service Desk)).
• Help clients and our Professional Services Team by delivering small projects above and beyond issues raised in tickets.
• Find improvements in the services we deliver (and implement them).
• Work with Product and Development teams to help them understand incoming issues and how to prevent them.
• Learn about the Products and Services we sell, how they work, and how to troubleshoot them, including use of custom CSS.
• Support our product team and developer team with the testing and quality assurance of products and custom solutions.
• Keeping our Support Services and Product clients informed (by preparing reports on their issues raised and resolved).
• Keep the internal stakeholders informed of issue progress across all clients.

Essential Skills & Experience

• Minimum 3 years’ experience in 2nd & 3rd line support in client‑facing roles & ITIL Foundation Certificate.
• Proficiency in SharePoint administration, including site collection administration, user management, and content management.
• Knowledge of HTML, CSS and JavaScript to help triage and resolve coding issues.
• Strong understanding of SharePoint Modern features such as document management, collaboration tools, and workflow automation.
• Experience and knowledge of PowerShell and PowerApps and Azure Entra ID.
• Excellent troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.
• Effective communication and interpersonal skills, with the ability to interact professionally with users at all levels of the organisation.
• Ability to work independently and collaboratively in a fast‑paced environment, prioritising tasks effectively to meet deadlines.
• Always looking to make things better (a process, a knowledge base article, a support flow).
• A desire to help and deliver great support for clients.
• Excellent listening, written, and verbal communication skills.
• Self‑starter – you’ll be working alone at times and need to be comfortable managing your own workload.
• Experience working with developers and consultants on knowledge transfer.
• Experience with administering or supporting Intune, Teams, and Azure cloud services.