Support Consultant

FSP; Reading; Hybrid; USD 56,000 - 86,000; Full time

Benefits offered by this job

Hybrid working

Benefits package

Job summary

FSP is hiring a Support Consultant to join its Secure Managed Services team. The role combines hands-on technical support with customer-facing service delivery responsibilities, handling complex incidents, service requests and escalations.

The successful candidate will support reporting, reviews, governance and continual improvement while maintaining a strong focus on customer experience. UK security clearance is required, and applicants must have lived in the UK for at least 5 consecutive

Qualifications

• Minimum 3 years in technical support or service desk.
• Experience handling complex incidents and escalations.
• Strong knowledge of Microsoft 365, Azure, Entra ID, Intune, Defender, Sentinel, Power Platform or Dynamics 365.

Responsibilities

• Manage complex incidents, service requests and escalations across customer environments, ensuring progress, actions and updates are tracked through to resolution.
• Act as technical escalation point across Microsoft 365, Azure, Intune, Power Platform, Dynamics 365, cybersecurity tooling and custom applications.
• Support service reporting, reviews, governance and escalation activity, helping to track SLA performance, risks, actions, onboarding, transition and service improvements.
• Coordinate with internal technical teams, customers, partners and vendors to progress high-priority issues and remove blockers.
• Share knowledge, improve troubleshooting approaches and strengthen customer communication.
• Identify opportunities to improve customer experience, service resilience, reporting, automation and operational efficiency.

Skills

Technical support experience

Customer-facing service delivery

Strong communication

Microsoft cloud knowledge

Incident management

Education

ITIL Foundation

Job description

Role Overview

We have an exciting opportunity for an experienced Support Consultant to join our Secure Managed Services team. This role combines hands-on technical support with customer-facing service delivery responsibilities.

The successful applicant will manage complex incidents and service requests, while also supporting managed service reporting, customer reviews, escalations, service governance and continual improvement. This role is suited to a Support Consultant who wants exposure to broader customer and service activity while remaining technically involved in day-to-day delivery.

Due to the nature of this role, successful candidates will need to undergo security clearance. To be eligible for this role you must have lived in the UK for at least 5 consecutive years. More information on SC Clearance checks can be found here.

Responsibilities

• Manage complex incidents, service requests and customer escalations across supported customer environments, ensuring progress, actions and updates are clearly tracked through to resolution.


• Act as a technical escalation point across Microsoft 365, Azure, Intune, Power Platform, Dynamics 365, cybersecurity tooling and custom applications.


• Support customer relationships through service reporting, reviews, governance and escalation activity, helping to track SLA performance, risks, actions, onboarding, transition and service improvements.


• Coordinate with internal technical teams, customers, partners and vendors to progress high-priority issues and remove blockers.


• Support colleagues by sharing knowledge, improving troubleshooting approaches and strengthening customer communication.


• Identify opportunities to improve customer experience, service resilience, reporting, automation and operational efficiency.

About you

• Three years’ + experience in technical support, service desk or managed services delivery


• Possess a strong working knowledge of Microsoft cloud and workplace technologies such as: Microsoft 365, Azure, Entra ID, Intune, Defender, Sentinel, Power Platform or Dynamics 365.


• Experienced in managing complex incidents, service requests and customer escalations.


• A clear and confident communicator, able to engage with customers, technical teams and senior stakeholders.


• Possess strong planning, prioritisation and organisational skills


• Keen to show initiative, seek ways to improve service delivery, and keep your technical skills up to date with evolving technology

Knowledge and experience of the following would be advantageous:

• Working in Managed Services or another multi-customer support environment.


• ITIL Foundation certification or practical experience of ITIL-aligned service management.


• Experience with customer-facing service reviews, service reporting, SLA analysis, action tracking, service improvement, onboarding or service transition activities.


• Relevant Microsoft technical, security or service management certifications.

What we look for in our people

• Strong alignment with FSP values and ethos


• Commitment to teamwork, quality and mutual success


• Proactivity with an ability to operate with pace and energy


• Strong communication and interpersonal skills


• Dedication to excellence and quality

Who are FSP?

FSP is a leading enterprise transformation consultancy specialising in Data & AI, Cyber Security, Enterprise Cloud and Change Delivery. We help organisations modernise, innovate and grow through advisory-led consulting, deep technical expertise and high-quality delivery. Working across complex and regulated environments, we partner with clients to build secure, intelligent and resilient digital capabilities that deliver lasting business value.

Our culture is built on true belonging, opportunity for all and excellence in everything we do. Through our One FSP Playbook, we have created a shared set of values and winning behaviours that shape how we work, collaborate and show up for our colleagues and our clients. We are committed to creating an environment where talented people are supported, developed and given the opportunity to thrive, building a high-performing organisation where everyone can contribute, grow and succeed together.

Find out more about people and One FSP playbook:

fsp.co/about-fsp/ | One FSP Playbook

Why work for FSP?

At FSP, we are committed to providing:

• A collaborative and supportive environment in which you can grow and develop your career


• The tools and opportunity to do work you can be proud of


• A chance to work alongside some of the best people in the industry, who always seek to share their knowledge and experience


• Hybrid working – we empower you to make smart choices about when and where to work to achieve great results


• Industry leading coaching and mentoring


• Competitive salary and an excellent benefits package

Equal and Fair Opportunity

FSP is an equal opportunity employer and we welcome applications from all suitable candidates. We consider all applicants for employment regardless of age, disability, sexual orientation, gender identity, family or parental status, race, colour, nationality, ethnic or national origin, religion or belief.

Research suggests that applicants from underrepresented groups are less likely to apply for roles if they do not precisely meet requirements, or if they felt there were clear barriers as to who should apply. If you are excited about a potential role with us but are concerned that you may not be a perfect fit, please do apply, as you may be the ideal candidate for this role or for a different vacancy within FSP.

We endeavour to always provide fair opportunity for applicants to showcase themselves in the best way possible during any interviews or meetings. If you require any adjustments for a call or in-person meeting, please let us know.