Microsoft 365 Support Engineer — Flexible Remote Work

Cloudy Group; Buckingham; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Staff benefits

Training and development opportunities

Job summary

CloudyIT in Buckingham is seeking a proactive IT support desk professional to deliver first and second-line assistance for Microsoft 365, Windows, and device issues. You will own tickets from intake to resolution, with remote work balance and occasional on-site visits to council and non-profit clients.

The role emphasizes clear communication, structured problem-solving, and adherence to security standards, with opportunities for growth and Microsoft certifications as you progress.

Qualifications

• Practical experience in an IT support desk, MSP or similar customer-facing technical role.
• Good working knowledge of Microsoft 365 administration and Windows 10/11.
• Structured troubleshooting approach with judgement to resolve, research or escalate.
• Clear written and verbal communication in plain English.
• Organised and reliable with attention to detail.
• Positive, customer-focused attitude and willingness to learn.
• Full UK driving licence for occasional customer site visits.
• Microsoft certifications such as MS-900, MD-102, MS-102 or SC-300.
• Experience with Datto RMM, Autotask or other Kaseya tools.
• Experience with Microsoft Intune, Entra ID, SharePoint, Teams or Apple Business Manager.
• Experience working with local councils, charities or other small organisations.

Responsibilities

• Respond to customer support requests by phone, email and through the service desk system.
• Diagnose and resolve Microsoft 365, Windows, device, identity, access and connectivity issues.
• Take ownership of tickets, keep customers updated and ensure work is documented clearly.
• Complete routine Microsoft 365 administration, including user, licence, mailbox, Teams, SharePoint and device tasks.
• Apply CloudyIT’s technical and security standards when configuring users, devices and services.
• Escalate complex issues appropriately and work collaboratively with senior engineers and specialist colleagues.
• Support customer onboarding and change activities where required, including account setup, device preparation and user guidance.
• Contribute to internal knowledge articles, checklists and process improvements.
• Communicate clearly and patiently with non-technical customers, many of whom work in town and parish councils.
• Visit customer offices occasionally when on-site support is required; most work is completed remotely.

Skills

Microsoft 365 administration

Windows 10/11

Troubleshooting

Clear communication

Customer service

Driving licence

On-site visits

Datto RMM

Education

MS-900

MD-102

MS-102

SC-300

Tools

Datto RMM

Autotask

Kaseya

Intune

Entra ID

SharePoint

Teams

Job description

CloudyIT in Buckingham is seeking a proactive IT support desk professional to deliver first and second-line assistance for Microsoft 365, Windows, and device issues. You will own tickets from intake to resolution, with remote work balance and occasional on-site visits to council and non-profit clients.

The role emphasizes clear communication, structured problem-solving, and adherence to security standards, with opportunities for growth and Microsoft certifications as you progress.