IT Support Engineer – Microsoft 365, Azure & Intune - L3
Intouch Tech Ltd
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Benefits offered by this job
Job summary
Intouch Tech is seeking an experienced IT Support Engineer to join our remote team servicing UK customers. You will handle escalated L2/L3 Microsoft 365, Entra ID, Intune, and Azure issues, owning tickets from intake to resolution while maintaining clear communication with clients.
This role requires strong English skills, hands-on troubleshooting, and the ability to work UK-aligned shifts from a remote Philippines-based position on a long-term contract.
Qualifications
- Strong Microsoft 365, Entra ID, Azure and Intune experience.
- Proven L2/L3 technical support capability.
- Strong experience troubleshooting identity, device management and cloud issues.
- Excellent spoken and written English.
- Confidence speaking directly with UK business customers every day.
- Ability to independently own complex technical issues through to resolution.
Responsibilities
- Own and resolve complex L2/L3 support tickets.
- Administer and troubleshoot Microsoft 365, Exchange Online, Teams, SharePoint and OneDrive.
- Manage Entra ID users, groups, roles, MFA and Conditional Access.
- Investigate identity, authentication and sign-in issues.
- Manage devices, policies, compliance and apps through Intune.
- Troubleshoot Intune enrolment, Autopilot and device configuration issues.
- Work with Azure resources and diagnose cloud-related issues.
- Troubleshoot Windows desktop and server environments.
Skills
Tools
Job description
Location: Remote – Philippines
Work type: Full-time independent contractor
Monthly contract rate: PHP 70,000 – 100,000, depending on experience
Level: Experienced technical support – L2/L3 (Second & Third Line)
English requirement: Excellent spoken and written English is essential
- Strong Microsoft 365, Entra ID, Azure and Intune experience
- Proven L2/L3 technical support capability
- Strong experience troubleshooting identity, device management and cloud issues
- Excellent spoken and written English
- Confidence speaking directly with UK business customers every day
- Ability to independently own complex technical issues through to resolution
- VoIP and networking experience highly desirable
- Flexibility to work UK-aligned shifts, including possible UK night support
Intouch Tech is a UK-based managed IT and security provider. We support organisations across the UK with managed IT services, cyber security, Microsoft 365, Azure, business telephony and automation.
We are ISO 27001:2022 certified and work with businesses that need reliable technical support, clear communication and secure technology.
We are looking for an experienced IT Support Engineer to join our service desk remotely.
This is an experienced L2/L3 technical support role, not a basic first-line or helpdesk position.
You will handle escalated and technically complex issues across Microsoft 365, Entra ID, Intune, Azure, Windows and networking.
A key focus of the role will be troubleshooting Microsoft cloud and endpoint issues, including Entra ID authentication, Conditional Access, Intune device management and compliance, application deployment, Autopilot and Azure-related issues.
You will be expected to investigate problems thoroughly, take ownership of tickets from start to finish and only initiate escalation to senior engineers where genuinely necessary.
There is no team-management responsibility. This is a hands‑on technical role.
Excellent spoken and written English is essential.
You will communicate directly with UK business customers every day by telephone, email and Microsoft Teams.
You must be comfortable holding technical conversations in English, understanding customer problems and explaining technical issues clearly in plain language.
Strong technical skills alone will not be enough for this position. Customer communication is an important part of the role.
- Own and resolve complex L2/L3 support tickets
- Administer and troubleshoot Microsoft 365, Exchange Online, Teams, SharePoint and OneDrive
- Manage and troubleshoot Entra ID users, groups, roles, MFA and Conditional Access
- Investigate identity, authentication and sign‑in issues
- Manage devices, policies, compliance and applications through Microsoft Intune
- Troubleshoot Intune enrolment, Autopilot and device configuration issues
- Work with Microsoft Azure resources and diagnose cloud‑related issues
- Troubleshoot Windows desktop and server environments
- Investigate DNS, DHCP, VPN, firewall, VLAN and Wi‑Fi issues
- Investigate recurring technical problems and identify root causes
- Handle escalations from first‑line support
- Support customer onboarding, tenant migrations and device deployments
- Assist with Microsoft security baseline configuration
- Communicate directly with UK customers by phone, email and Microsoft Teams
- Maintain accurate ticket notes and technical documentation
You should have:
- Strong IT support experience beyond basic helpdesk work
- Proven experience handling L2/L3 escalations and complex technical issues
- Strong practical Microsoft 365 administration skills
- Strong hands‑on experience with Entra ID and Microsoft Intune
- Good practical understanding of Microsoft Azure
- Experience troubleshooting MFA, Conditional Access and authentication issues
- Experience with Intune policies, compliance, application deployment and Autopilot
- Confident Windows desktop and server troubleshooting skills
- Good networking knowledge, including DNS, DHCP, VPNs, VLANs, firewalls and Wi‑Fi
- Excellent spoken and written English
- Strong customer communication skills
- Strong documentation and ticket‑management habits
- Ability to work independently, prioritise tickets and manage your own workload
- Flexibility around working hours as support coverage requirements evolve
Previous experience working within an MSP would be particularly valuable.
- VoIP and business telephony experience
- Microsoft Teams Phone, SIP, call queues, auto attendants or hosted VoIP platforms
- Strong networking skills, including VLANs, firewalls, VPNs and managed switches
- Microsoft Defender or endpoint security technologies
- PowerShell
- Microsoft Graph
- Microsoft 365 security assessments
- RMM and PSA platforms
- Power Automate or similar automation tools
- Microsoft certifications such as MD-102, AZ-104, MS-102 or SC-300
- Previous experience supporting UK or European businesses
The role is currently expected to operate around UK business hours, Monday to Friday, approximately:
- 3:00pm – 12:00am Philippine time during UK summer time
- 4:00pm – 1:00am Philippine time during UK winter time
However, working hours may change in the future to provide UK night‑time support, depending on business and customer support requirements.
Applicants should therefore be comfortable with a flexible UK‑aligned working pattern and the possibility of moving to a later or overnight Philippine shift.
Weekends are generally off unless otherwise agreed.
UK daylight‑saving changes may also shift working hours by one hour.
Please only apply if this type of working pattern genuinely suits you long term.
You will need:
- Reliable, fast home internet
- A wired connection where possible
- A quiet and professional environment for customer calls
- Backup connectivity or a workable contingency for outages
- Ability to work independently in a remote environment
- Ability to work as an independent contractor and invoice a UK company
- PHP 70,000 – 110,000 per month, depending on experience
- Long‑term, stable remote contract
- Genuine ownership of your technical work
- Support towards relevant technical certifications
- Opportunity to continue developing your L2/L3 technical skills
- Exposure to Microsoft 365, Azure, endpoint management, cyber security, networking, telephony, automation and AI technologies
- Support from an experienced UK technical team
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