Technical Support Engineer Level II/III – Technology Services

Jobtailor

Gloucester

On-site

GBP 28,000 - 40,000

Full time

14 days+

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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

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

Requirements

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

Core Competencies

Demonstrates expertise in Technical Support and Application Support within a Microsoft-first environment, with a strong focus on customer service, problem resolution, and process improvement. Proficient in managing identity and access controls, utilizing ITSM tools, and applying automation techniques to enhance operational efficiency.

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