Senior Technical Support Engineer – Microsoft 365 & IAM

Jobtailor; Gloucester; On-site; GBP 28,000 - 40,000; Full time

Job summary

Jobtailor in the United Kingdom is seeking a proactive Technical Support professional to own end-to-end support across incidents, requests and changes, from triage to resolution.

You will collaborate with engineering and platform teams, support Microsoft 365 services, manage identity and access, and improve runbooks, dashboards and documentation while embracing automation and security best practices.

Qualifications

• Proven experience in Technical Support, Application Support or IT Service Operations within a professional or enterprise environment.
• Strong customer-first mindset with clear communication and ability to build trust with technical and non-technical colleagues.
• Ability to work independently, take ownership and drive issues to resolution.
• Strong experience in a Microsoft-first environment, including Microsoft 365 and Windows-based endpoints.
• Understanding of identity and access management concepts, including users, groups, permissions and access controls.
• Experience with ITSM tools such as Zendesk, ServiceNow or Jira Service Management.
• Ability to work alongside engineers and platform teams, provide clear problem statements and validate fixes.
• Ability to use monitoring tools, logs and dashboards for investigation and escalation.
• Basic scripting or automation experience, such as PowerShell or Python.
• Continuous-improvement mindset.
• Exposure to financial services, insurance or other regulated environments is nice to have.
• Familiarity with Azure or cloud-hosted applications is nice to have.
• Interest in automation, AI-assisted support workflows or self-service tooling is nice to have.
• Participation in an on-call rotation as required.

Responsibilities

• Own support tickets end-to-end, covering incidents, requests, problems and changes from triage through resolution.
• Deliver customer-focused support to colleagues across the Sydney office and beyond
• Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint and collaboration tooling
• Troubleshoot internal applications, integrations and cloud services, escalating issues with clear context
• Support onboarding and offboarding, access requests, group membership and permissions using Entra ID / Azure AD
• Monitor service and application health, respond to alerts and follow or improve runbooks
• Investigate issues using logs, dashboards and available diagnostics
• Participate in root-cause analysis and problem management
• Maintain and improve documentation, knowledge articles and support procedures
• Partner with Infrastructure on device setup, endpoint support and environment hygiene
• Enforce least-privilege access, auditability and strong PII handling practices
• Participate in an on-call rotation as required
• Improve processes, automation, cloud operations, application support and security-focused practices

Skills

Technical Support

Microsoft 365 Proficiency

Identity And Access Management

ITSM Tools Experience

PowerShell

Python

Monitoring Tools

Cloud Operations

Customer-Focused Communication

Tools

Zendesk

ServiceNow

Jira Service Management

Entra ID

Azure AD

Dashboards

Logs

Collaboration Tooling

Runbooks

Self-Service Tooling

Job description

Jobtailor in the United Kingdom is seeking a proactive Technical Support professional to own end-to-end support across incidents, requests and changes, from triage to resolution.

You will collaborate with engineering and platform teams, support Microsoft 365 services, manage identity and access, and improve runbooks, dashboards and documentation while embracing automation and security best practices.