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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer - **Company:** Telana - **Location:** Preston, UK - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, JIRA, Microsoft Online Services, Dynamic Host Configuration Protocol, Domain Name System (DNS), Multi-Factor Authentication, File System Permissions, Issue Tracking Systems, Virtual Private Networks (VPN), Windows Servers, Networking Basics, Routing, Power BI, Azure Active Directory, Microsoft SharePoint, Software Deployment, TCP/IP, Data Logging, Microsoft Power Automate, Office365, Firewalls (Computer Science), Microsoft InTune, SolarWinds (Software), Powerapps, Google Meet, Servicenow - **Published:** July 26, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=535ce5844e692b0f ## About the Role * Proven experience (2+ years) in an IT support role in a Managed Services Provider, demonstrating strong capabilities in handling both Tier 1 and 2 issues. Experience within a Managed Service Provider (MSP) or IT consultancy is highly desirable. * Strong, hands-on experience in administering and supporting the Microsoft 365 suite. * Proficiency in managing Active Directory and Microsoft Entra ID. * Solid experience with Windows Server administration and core network services (DNS, DHCP). * Expert-level troubleshooting skills for Windows 10 and Windows 11 operating systems. * A fundamental understanding of networking principles (TCP/IP, routing, firewalls, VPNs). * Demonstrable ability to work independently, manage a varied ticket queue, and take ownership of technical problems from start to finish. * Excellent written and verbal communication skills, with an ability to explain technical concepts to non-technical users. * Experience using professional ticketing systems (e.g., SolarWinds, ConnectWise, Autotask, ServiceNow, Jira). * You must hold or be willing and able to obtain security clearance to SC level. You do not need to already hold SC to apply. ## Description We are seeking a Technical Support Engineer to join our Managed Services Team. In this role, you will be responsible for providing comprehensive support to our clients, handling the full spectrum of technical issues from initial contact (Tier 1) through to more complex resolutions (Tier 2). You may be required to travel to customer sites which are predominantly located in Central London to provide onsite support engineer services for holiday or capacity cover. We operate a 24/7 365 service desk and therefore a willingness to work in a shift rota or cover specific shifts when required would be advantageous. The ideal candidate is a self-starting problem-solver with expertise in the Microsoft ecosystem and a great customer service approach. You will be the primary point of contact for our clients, taking full ownership of support tickets from creation to completion. You must be comfortable managing a varied workload, resolving straightforward requests efficiently while also having the technical depth to investigate and solve challenging problems independently. What will you be doing? * Serve as a primary point of contact for clients, providing effective support via Teams/Google Meet, email, and our ticketing system. * Manage the entire lifecycle of support tickets, from initial logging and diagnosis (Tier 1) to more advanced troubleshooting and resolution (Tier 2). This includes managing SLAs. * Perform administration and provide support for: + Microsoft 365: Including Exchange Online (mail flow, permissions, security), SharePoint Online, OneDrive for Business (sync issues, permissions), and Microsoft Teams. + Microsoft Power Platform: Including Power BI, Power Apps, and Power Automate. + Microsoft Intune: Device enrollment and management, compliance policy checks, application deployment and packaging troubleshooting. + Microsoft Entra ID (Azure AD): User and group administration, conditional access policies, and multi-factor authentication (MFA) troubleshooting. + Windows Server: Administration of Windows Server 2016/2019/2022, including Active Directory (Group Policy, DNS, DHCP), file permissions, and print services and Hybrid Models. This includes an understanding of hybrid identity configurations, including Azure AD Connect and SSO. . + Exchange On-Premises: Mailbox and database management, transport rule configuration, and hybrid environment troubleshooting.Windows Desktop OS: In-depth troubleshooting of Windows 10 and Windows 11. * Maintain clear and concise documentation for all work performed within our ticketing system. * Identify recurring issues and contribute to our internal knowledge base to improve team efficiency. * Work collaboratively and collegiately with the broader Telana team including engineers and service delivery. * Liaise with third-party vendors and software providers to resolve client-specific technical issues. ## Related Videos - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [A Technical Introduction to Bitcoin's 2nd Layer- The Lightning Network](https://www.wearedevelopers.com/videos/15-a-technical-introduction-to-bitcoin-s-2nd-layer-the-lightning-network) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)