Support Engineer

Job Summary

Provide run, support and continuous improvement services across the Microsoft enterprise technology estate, protecting availability, security and user productivity. This role operates as front-line operational support with strong triage, recovery, and escalation discipline.

Key Responsibilities

• Own assigned incidents and requests from acknowledgement through resolution or quality escalation
• Execute documented health checks, restarts, reruns, access tasks and standard service requests
• Capture timestamps, impact, error details, logs, screenshots, correlation IDs and reproduction steps
• Communicate clear user updates and maintain complete ITSM records
• Use knowledge articles and runbooks; identify gaps and propose improvements
• Participate in shift handovers, daily operations reviews and major-incident bridges
• Meet SLA, quality, security and change-control requirements
• Identity, access, group, licence and conditional-access support
• Microsoft 365 collaboration, messaging and endpoint issue resolution
• Azure subscription, resource, network, compute, storage and platform-service troubleshooting
• Windows services, scheduled tasks, certificates, DNS and connectivity diagnosis
• PowerShell-based health checks, evidence collection and repeatable remediation

Service health, capacity, patching, backup and security-event coordination

Skill Requirements

Technology and technical skill set

Microsoft Azure, Microsoft 365, Entra ID, Windows Server, Active Directory, PowerShell, Azure Monitor and Log Analytics, Power Platform, SharePoint Online, SQL Server, Azure DevOps, ITSM tooling.

Required knowledge and capabilities

• 2-4 years of IT/application support experience, including at least 1-2 years on the relevant platform
• Strong working knowledge of KQL, RBAC, PIM, MFA, DNS, TCP/IP, TLS, PowerShell, Microsoft Graph, REST APIs.
• Practical understanding of ITIL-aligned incidents, problem, change, request, knowledge, and major-incident processes.
• Ability to read logs, correlate events, form testable hypotheses and document a defensible technical conclusion.
• Working knowledge of security controls including least privilege, privileged access, secrets, certificates, vulnerability remediation and audit evidence.

Other Requirements