About this role
Salary: £35,000 - 35,000 per year
Requirements
- Service desk experience resolving incidents and service requests using ITIL-aligned processes
- Experience managing identity and access in Microsoft 365
- Ability to complete joiner, mover and leaver processes within SLA
- Hands-on experience with PSA and RMM tools such as ConnectWise, N-able or similar
- Knowledge of Microsoft 365 security, compliance and tenant governance, including Conditional Access and threat protection
- Ability to close security alerts according to procedure
- Network support experience, including firewall support; WatchGuard experience is particularly relevant
- Daily use of AI tools such as Microsoft Copilot to work efficiently and help clients get more from their tools
- Valid driving licence
- Strong focus on client satisfaction and clear communication
- Ability to investigate faults from symptom to cause, document findings, follow standards under pressure and ask for help when needed
Responsibilities
- Resolve tickets within SLA, from first contact through to resolution, while delivering a positive client experience
- Maintain client system health through proactive maintenance, monitoring and regular audits of backups, endpoints, firmware and assets
- Document fixes in knowledge base articles and keep client documentation accurate
- Review service performance with the Service Desk Manager and stay current on new products
- Help improve internal processes in line with our ISO standards
- Advise clients and provide hands-on support across technical support, systems administration and information security
- Support day-to-day operations and longer-term improvements
- Understand what users are trying to achieve before acting, then explain solutions clearly
Technologies
- AI
- Copilot
- Firewall
- Firmware
- Support
- ITIL
- Microsoft 365
- Network
- Security
- Office 365
More
We are Techcare, helping businesses get more from their technology through consultative, proactive services, from managing complex Microsoft 365 environments to deploying cybersecurity frameworks. We are growing our Managed Services team in Rugeley. This year, we won Greater Birmingham Chamber of Commerce awards for Customer Commitment and Business of the Year. We offer a salary of £35,000 per annum, depending on experience, 35 days of holiday including bank holidays, and private healthcare after probation, including mental health cover and an employee assistance programme. We are an equal opportunities employer, welcome applications from everyone and will make reasonable adjustments to the recruitment process.
last updated 44 week of 2026