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# Senior Support Lead

- **Company:** HCLTech
- **Location:** West Sussex, UK
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Agile Methodology, Confluence, JIRA, Microsoft Online Services, Network Service, Windows PowerShell, Firewalls (Computer Science), Servicenow
- **Published:** July 18, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=691bd7e30ddbf3bd

## About the Role

Experience in the administration and configuration of M365 Viva Learning Product
Able to administrate M365 Tenant via admin portal
Understands how to implement M365 Evergreen Changes communicated via M365 admin portal
Ability to manage incidents, problems and changes including root cause analysis. Able to extract logs and query for incident and problem investigation
ITIL v3 or v4 Qualification (to Foundation Level)
Knowledge and experience of using ITSM systems (ServiceNow etc)
Technical Recovery Management
Able to administrate Viva Engage
PowerShell scripting experience
Able to navigate Entra Id and diagnose user and licensing issues within M365
Excellent communication skills - able to provide great customer service over various communication channels
Good prioritisation skills

Nice to have skills:
Understand Viva Products (such as Glint, Learning, Connections, Skills, etc)
Understand Organisational Hierarchies and how this may impact Glint, Insights, etc
Understanding of security controls that M365 has - Conditional Access Policies, Purview, PIM, etc
Understanding of how Microsoft cloud services interact with network services such as Firewalls and Proxies
Able to automate processes
Ability to communicate complex technical issues in easy to understand terms
Stakeholder management
Understands least privilege model
Jira/Confluence skills and agile methodologies

## Description

1. To act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution.
 2. To create the root cause analysis for critical issues and put in place necessary preventive measures to reduce future defects.
 3. To collaborate closely with product management, development, and QA teams to provide feedback on product improvements, influence product design, and ensure alignment with customer needs.
 4. To provide technical assistance to the team members in resolving customer issues.
 5. To drive continuous improvement initiatives for support processes, workflows and Identify opportunities for innovation, automation, and efficiency enhancements.


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