Microsoft 365 Support Engineer

As a Microsoft 365 Engineer, you will have expertise in Microsoft 365 support and administration, have an aptitude for service improvement, identifying issues and supporting projects relying on the technologies you support. You ensure our services remain healthy and well-adopted across the organisation.

Our core technology stack includes Microsoft 365, Exchange Online, Microsoft Teams, SharePoint, OneDrive, Viva, Copilot and Fabric.

The Team

You work within the Enterprise Services team which forms part of the Workplace Technology Group. This team manages services for the entirety of the workforce, promoting the tools we manage and providing support across the business. The team support our services on a 24/7 basis so there could be an on-call requirement as part of the role.

Main Duties

This is not a full definition of the role but covers the main aspects and drivers for success:

• Managing and administering Microsoft 365 systems and services in collaboration with supporting teams.
• Ensure feature releases are well communicated and deployed in a controlled manner.
• Ensures KPI targets, service level agreements, and operational level agreements are achieved.
• Work closely with third-party vendors on the latest feature releases, service problems, and renewals.
• Identification and resolution of performance anomalies, system defects and stability issues.
• Produce and maintain technical processes, documentation, and knowledge base articles for systems.
• Provide peer support and knowledge transfer to colleagues within other teams and functions in IT.
• Work with our InfoSec teams to ensure systems remain safe and secure from emerging threats.
• Validate projects during transition to BAU, ensuring appropriate management and support is in place.
• Work with the change management team on proposed changes, assessing risk and impact to services.
• Liaising with other departments within the business to ensure IT needs are met to their expectation.

• A minimum of 3 years’ experience within an IT support or managed services function.
• Highly technical with hands-on experience with troubleshooting issues and resolving problems.
• Experience with M365 administration and troubleshooting - Teams, SharePoint, Copilot, OneDrive, Fabric and Viva.
• Strong understanding of SharePoint site configuration and site permission management.
• Experience in managing Teams and its various functions, including Channels, groups, apps, policies and webinars.

Desirable:

• Power Platform knowledge, such as Power Platform Admin Centre (PPAC), Power automate, Power Apps, Copilot Studio and Dataverse.
• Knowledge of Hybrid environment configurations and syncing (AD and Exchange)
• Active Directory administration including groups, DNS and Group Policy.
• Using GenAI and Automation to reduce admin waste.
• Understand of virtual desktop environments.
• Exposure to monitoring and alerting systems.
• Experience with ITSM systems and ITIL principles.
• IT certifications are highly desirable, examples: Microsoft 365 Certified Associate, MCSA, MCSE, etc.

We take pride in being a diverse and inclusive business. It’s a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we’ve been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.

This is a hybrid role, with an expectation to attend the Ty Admiral Cardiff office once per month for local employees, and once per quarter for colleagues over 50 miles from our office.