IT Support Engineer

Teknowledge Ltd is looking for an experienced IT Support Engineer to provide ongoing desktop, Microsoft 365 and security support across a small portfolio of UK clients.

You will work alongside our lead IT consultant, resolving day-to-day technical issues while also helping to improve helpdesk processes, documentation, systems management and cyber-security controls.

This is a long-term, part-time contract suited to someone who has strong practical desktop-support skills and hands-on Microsoft 365 administration experience.

Hours and working arrangements

The normal requirement is approximately 12-15 hours per week, generally spread across at least three weekdays.

Work must be undertaken within the normal client support window of 8:30am-5:30pm, Monday to Friday. This is not a standard 9:00am-5:00pm role, and the actual working hours can be arranged flexibly within that window, subject to agreed client coverage and operational requirements.

The successful applicant will also provide primary operational cover when the lead consultant is on annual leave. During planned cover periods, the available work may temporarily increase to up to 26 hours per week. These dates will normally be agreed in advance.

Main responsibilities

• Providing remote first- and second-line IT support across multiple client organisations.
• Diagnosing and resolving Windows 10 and Windows 11 desktop issues.
• Supporting Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint and Microsoft Office.
• Administering Microsoft 365 user accounts, licences, groups, permissions and password resets.
• Troubleshooting laptops, printers, peripherals, business applications and connectivity issues.
• Installing, configuring and supporting approved applications.
• Managing and monitoring devices using endpoint-management and security platforms.
• Handling incidents and service requests through client helpdesk systems.
• Prioritising and progressing tickets across several client environments.
• Keeping users and client contacts informed throughout the resolution process.
• Maintaining accurate support notes, technical documentation and knowledge articles.
• Identifying recurring issues and recommending practical improvements.
• Helping to improve helpdesk workflows, processes and documentation.
• Supporting routine Microsoft 365 and endpoint-security administration.
• Reviewing security alerts and escalating potential incidents appropriately.
• Assisting with cyber-security audits, evidence gathering and remediation actions.
• Supporting Microsoft Secure Score reviews and improvement work.
• Helping to plan and run Microsoft 365 phishing-simulation campaigns.
• Reviewing phishing-simulation results and supporting follow-up activities.
• Providing additional operational cover during agreed periods of annual leave.

• Strong practical desktop-support and troubleshooting skills.
• Experience supporting Windows 10 and Windows 11 devices.
• Hands-on Microsoft 365 administration experience.
• Experience resolving Outlook, Teams, OneDrive and Microsoft Office issues.
• Experience administering user accounts, permissions, groups and licences.
• Experience providing remote support to non-technical users.
• A good understanding of Microsoft 365 and endpoint-security fundamentals.
• An understanding of phishing, malware, account compromise and common user-security risks.
• The ability to recognise and appropriately escalate potential security incidents.
• The ability to investigate and progress support incidents independently.
• The ability to manage and prioritise work across multiple clients.
• Strong written and verbal communication skills.
• Good ticket-management and technical-documentation skills.
• A reliable and methodical approach to support work.
• Availability for approximately 12-15 hours across at least three weekdays.
• Ability to provide planned holiday cover of up to 26 hours per week.
• Willingness and eligibility to undergo NPPV3 police vetting.

Desirable experience

Experience with any of the following would be beneficial:

• Microsoft Defender for Office 365 or Defender for Endpoint.
• Microsoft Secure Score reviews and remediation.
• Microsoft 365 phishing or attack-simulation campaigns.
• Cyber-security audits and evidence gathering.
• Microsoft Entra ID and Conditional Access.
• Microsoft Intune.
• Microsoft Purview.
• ManageEngine Endpoint Central or a similar endpoint-management platform.
• Freshservice or another IT service-management platform.
• ESET Endpoint Security.
• SharePoint administration.
• Patch, vulnerability or compliance reporting.
• Supporting multiple organisations or managed-service clients.

Formal cyber-security qualifications are not essential. Practical experience supporting Microsoft 365 security controls, audits or security-improvement work would be advantageous.