Cool Waters Cyber
M365 & Desktop Support Specialist
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Company: Cool Waters Cyber
Location: Penryn Office, hybrid working
Employment Type: Full-time
Department: Helpdesk / IT Support
Reports to: Technical Director / Service Delivery Manager
About Cool Waters Cyber
Cool Waters Cyber is a cybersecurity services company specialising in Cyber Essentials certification for businesses across the UK. We help organisations achieve and maintain their Cyber Essentials and Cyber Essentials Plus certifications through our multi-tenant SaaS platform, Cyber Swift.
A third-generation family business since 1999, we are based in Cornwall and serve clients around the world. We are Cornwall's first and only Certification Body for Cyber Essentials and IASME Cyber Assurance and proud to be a B Corp.
The Role
We are seeking a skilled M365 & Desktop Support Specialist to join our Helpdesk team. This role involves configuring and supporting Microsoft 365 (M365) tenants for our clients, as well as providing end-user desktop support. The ideal candidate will have a strong technical background in M365 administration, security hardening, and desktop troubleshooting, with a proactive approach to improving client environments.
Person Profile
We're looking for someone who:
- Is a tech enthusiast – you love experimenting with new technologies and probably have your own home lab or test systems
- Enjoys learning and staying ahead of the curve with emerging tools and best practices
- Has a natural curiosity and problem-solving mindset – you see challenges as opportunities
- Takes pride in delivering exceptional customer service and clear communication
- Thrives in a collaborative environment but can also work independently with confidence
If you're the kind of person who gets excited about improving systems, automating tasks, and making technology work better for people, you'll fit right in.
Key Responsibilities
M365 Administration & Security
- Configure, manage, and support M365 tenants for multiple clients
- Set up and manage Microsoft Lighthouse for multi-tenant oversight
- Implement and configure Microsoft Sentinel for security monitoring and incident response
- Harden M365 environments to improve Secure Score and align with CIS M365 Benchmark standards
- Implement security best practices including MFA, Conditional Access, and DLP policies
Desktop Support
- Provide desktop support for end users across Windows and macOS devices
- Troubleshoot hardware and software issues efficiently
- Manage endpoint devices using Intune and other MDM solutions
- Respond to helpdesk tickets promptly and deliver exceptional customer service
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Monitoring & Documentation
- Monitor and maintain system health, ensuring compliance and optimal performance
- Document processes, configurations, and troubleshooting steps for internal knowledge base
Required Qualifications
Essential Skills & Experience
- Hands-on experience with Microsoft 365 administration, including Exchange Online, SharePoint Online, Teams, OneDrive, and Intune
- Strong knowledge of Azure AD / Entra ID, MFA, Conditional Access, and identity management
- Familiarity with Microsoft Defender suite, DLP, and compliance tools
- Proven ability to harden M365 environments and improve Secure Score in line with CIS benchmarks
- Proficiency in PowerShell scripting for automation and troubleshooting
- Solid understanding of Windows and macOS desktop environments and basic networking (VPN, DNS, DHCP)
- Experience supporting hybrid environments and Azure services
- Excellent problem-solving skills, customer service focus, and ability to work under SLAs
Desirable Skills & Certifications
- Microsoft certifications such as MS-900 (M365 Fundamentals), SC-900 (Security Fundamentals), MD-100 (Windows Client), or MS-102 (M365 Administrator)
- Experience with Microsoft Lighthouse for multi-tenant management
- Experience with Microsoft Sentinel for SIEM and security operations
- Apple Mac support experience (installation, troubleshooting, and integration)
- Familiarity with Mosyle MDM or similar Apple device management solutions
What You'll Learn
This role offers exceptional growth opportunities:
- Enterprise Security: Master M365 security hardening and compliance frameworks
- SIEM & Security Operations: Hands-on experience with Microsoft Sentinel
- Multi-Tenant Management: Learn to manage multiple client environments efficiently using Lighthouse
- Cybersecurity Industry: Exposure to Cyber Essentials certification and security best practices
- Automation: Develop advanced PowerShell skills for M365 administration
- Professional Development: Pathway to Microsoft certifications and career advancement
Day-to-Day Activities
A typical week might include:
Monday:
- Review weekend alerts and Sentinel incidents
- Triage helpdesk tickets and prioritise urgent issues
- Onboard new client tenant with security baseline configuration
Tuesday:
- Conduct Secure Score review for key clients
- Implement Conditional Access policies for a new deployment
- Resolve escalated desktop support tickets
Wednesday:
- Configure Lighthouse alerts for multi-tenant monitoring
- Team meeting to discuss ongoing projects and blockers
- Document new process for knowledge base
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Thursday:
- Deploy Intune policies for new device fleet
- Client call to review security posture improvements
- Write PowerShell script to automate repetitive task
Friday:
- Complete weekly security reports for clients
- Plan next week's priorities
- Professional development – work towards next certification
Success Metrics
In your first 3 months, you'll be successful if you:
- Understand our clients: Navigate multiple M365 tenants confidently
- Master core tools: Effectively use Lighthouse and Sentinel for monitoring
- Deliver results: Improve Secure Score for at least 3 client tenants
- Maintain quality: Achieve positive customer satisfaction feedback
- Document effectively: Contribute to the internal knowledge base
In your first year:
- Own client relationships: Independently manage M365 environments for assigned clients
- Security expertise: Become the go-to person for M365 security hardening
- Process improvement: Identify and implement workflow efficiencies
- Certification progress: Achieve at least one relevant Microsoft certification
- Automation: Develop reusable PowerShell scripts that benefit the team
Benefits
- Competitive salary and benefits package
- Flexible hybrid working environment
- Professional development budget for certifications
- Exposure to cutting-edge cybersecurity practices
- Collaborative and supportive team environment
- Mentorship from experienced technical leadership
How to Apply
Please submit:
- CV/Resume highlighting relevant technical experience and certifications
- Cover letter explaining why you're passionate about M365 and security
- Optional: Examples of PowerShell scripts or automation projects you've created
Interview Process
- Initial screening: 30-minute video call to discuss your background
- Technical assessment: Practical exercise involving M365 configuration scenarios
- Technical interview: 60-minute discussion covering M365 administration, security concepts, and troubleshooting approach
- Final interview: Meet the team and discuss culture fit
Equal Opportunities
Cool Waters Cyber is committed to creating a diverse and inclusive workplace. We welcome applications from candidates of all backgrounds and experiences.
This role requires existing eligibility to work in the UK and completion of background checks. Security clearance may be required due to the nature of our clients. Preference is given to candidates who live within Cornwall. Visa sponsorship is not available with this role.
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