What You’ll Be Doing

• Deliver 2nd/3rd line BAU support for Microsoft cloud services, escalated incidents, service requests, changes, and technical problems.
• Administer, maintain, and improve Microsoft 365, Azure, Entra ID, Exchange Online, SharePoint Online, Teams, OneDrive, Intune, endpoint management, security, backup, and related infrastructure services.
• Act as a trusted advisor to customers, providing practical guidance on governance, security, compliance, adoption, configuration, licensing, and operational best practice.
• Support pre-sales activity by reviewing requirements, shaping solution options, identifying risks, assumptions, and dependencies, and contributing to effort estimates and service wrap considerations.
• Contribute to the design, delivery, and continual improvement of Microsoft cloud services across Converge’s managed service portfolio.
• Work with Project teams to deliver approved solutions, support technical implementation, produce handover documentation, and ensure smooth transition into Managed Services.
• Carry out proactive monitoring, health checks, patching, secure score reviews, configuration reviews, and remediation activity to improve stability, performance, and security.
• Maintain compliance with recognised frameworks and standards, supporting the achievement and retention of accreditations such as ISO 27001 and Cyber Essentials Plus through effective governance, documentation, and continuous improvement activities.
• Investigate recurring incidents, contribute to problem management, and help reduce repeat issues through continual service improvement.
• Create and maintain technical documentation, SOPs, knowledge articles, design notes, configuration records, and service transition packs.
• Provide coaching and knowledge transfer to Service Desk and Managed Services colleagues to improve first-time fix and escalation quality.
• Support onboarding of new customers by reviewing cloud environments, identifying risks, and recommending improvements.
• Maintain awareness of Microsoft roadmap changes, licensing updates, product developments, and managed service opportunities.

What You Bring

We’re looking for someone with strong hands-on experience across Microsoft cloud technologies and a solid understanding of modern cloud operating environments. You’ll bring:

• Strong working knowledge of Microsoft 365, Azure, Entra ID, Intune, endpoint management, and cloud security.
• Experience designing, administering, or managing Microsoft tenants in production environments.
• Background in a Managed Services Provider (MSP) or multi-customer support environment.
• Good working knowledge of networking fundamentals and how they underpin cloud services.
• Practical experience with security scanning platforms such as Nessus, or similar vulnerability management tools.
• Experience delivering 2nd/3rd line support for Microsoft cloud or infrastructure services.
• Strong troubleshooting capability across identity, access, compliance, backup, networking, business continuity, and cloud governance.
• Ability to translate customer requirements into practical, commercially aware cloud recommendations.
• Experience supporting incidents, service requests, changes, problem investigations, and service improvement activity.
• Excellent communication skills with the ability to explain technical concepts clearly to technical and non-technical audiences.
• Strong documentation skills covering knowledge articles, technical procedures, design notes, and handover packs.
• Commercial awareness and the ability to identify opportunities to improve customer value, security posture, and adoption of Microsoft cloud services.

Qualifications & Desirable Skills

Essential:

• Relevant technical qualification or equivalent professional experience.
• Strong knowledge of Microsoft cloud technologies and supporting infrastructure.
• Full UK driving licence.

Desirable:

• Microsoft certifications such as MS-900, MS-700, MS-102, AZ-900, AZ-104, SC-900, SC-300, MD-102, PL-900, or equivalent.
• ITIL or service management qualification.
• Experience with security, automation, scripting, networking, virtualisation, or cloud governance.
• Exposure to ISO-aligned, security-focused, or ITIL-based operating environments.

Who You Are

You’re customer-focused, proactive, and confident in building trusted relationships. You’re organised, curious, and committed to continuous learning in a fast-moving Microsoft cloud landscape. You’re collaborative, adaptable, and comfortable working with both technical and non-technical audiences.

We reserve the right to close this advert early if we are in receipt of sufficient applications for this position.

This document contains content generated with the assistance of AI. All outputs have been reviewed and validated by the author.

No terminology in the advert you have seen is intended to discriminate on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or beliefs, sex, or sexual orientation, and we will gladly accept applications from all sections of the community. We have an equality, diversity, and inclusion policy that supports this approach.

To discuss any reasonable adjustment or request a paper-based application form as an alternative, please contact People Operations on 08448 22 11 22 or alternatively email people.operationsUK@convergetp.co.uk

Agencies need not apply.