Technical Support Engineer - MSP | Microsoft 365 & Cloud

Telana; Preston; Hybride; GBP 32 000 - 42 000; Plein temps

Avantages offerts par ce poste

Private medical insurance

Group life assurance

Income protection

Benefits platform

Flexible working options

Résumé du poste

Telana is seeking a Technical Support Engineer to join our Managed Services Team. You will be the primary contact for clients, handling tickets end-to-end from Tier 1 to Tier 2, with a focus on the Microsoft ecosystem and a strong customer-service approach. Travel to client sites in Central London may be required for onsite coverage.

The role supports a 24/7 service desk with potential shifts. You will document work, build knowledge, and collaborate with engineers and vendors to resolve complex

Qualifications

• 2+ years in an IT support role in an MSP or IT consultancy.
• Experience administering the Microsoft 365 suite.
• Experience with Active Directory and Microsoft Entra ID.
• Strong Windows Server administration (2016/2019/2022).
• Fundamental networking knowledge (TCP/IP, routing, firewalls, VPNs).
• Excellent written and verbal communication skills.

Responsabilités

• Serve as the primary contact for clients; manage tickets from logging to resolution and SLAs.
• Handle Tier 1 and Tier 2 support and collaborate with engineers and service delivery.
• Provide administration and support for Microsoft 365, Power Platform, Intune, Entra ID, Windows Server, and Exchange On-Premises.
• Maintain clear documentation in the ticketing system and contribute to the knowledge base.
• Liaise with third-party vendors to resolve client-specific technical issues.

Connaissances

Microsoft 365

Active Directory

Entra ID

Windows Server

Networking basics

SLA management

Ticketing tools

Customer service

On-site support

Security clearance

Outils

SolarWinds

ConnectWise

Autotask

ServiceNow

Jira

Description du poste

Telana is seeking a Technical Support Engineer to join our Managed Services Team. You will be the primary contact for clients, handling tickets end-to-end from Tier 1 to Tier 2, with a focus on the Microsoft ecosystem and a strong customer-service approach. Travel to client sites in Central London may be required for onsite coverage.

The role supports a 24/7 service desk with potential shifts. You will document work, build knowledge, and collaborate with engineers and vendors to resolve complex