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About the role
- Provide effective and timely technical support to business users and stakeholders across messaging and Microsoft 365 services.
- Administer, support, and help optimise the organisation’s Messaging and Microsoft 365 environment, including Exchange Server, Exchange Online, Teams, OneDrive, Active Directory, Intune, Entra ID, and related services.
- Act as a senior escalation point and technical subject matter expert for complex incidents, service requests, and problem investigations.
- Diagnose complex and systemic issues, identify root causes, and drive resolution in partnership with internal teams, vendors, and Microsoft support where required.
- Monitor and manage the team’s ServiceNow queue, ensuring tickets are progressed, prioritised, documented, and resolved in line with business expectations.
- Respond professionally to client and stakeholder support requests, tailoring communication to technical teams, business customers, and senior management.
- Define, maintain, and evolve technical standards, operational procedures, knowledge articles, testing documentation, and support runbooks.
- Create and maintain detailed process documentation in appropriate collaboration channels, including Microsoft Teams and other knowledge repositories.
- Prepare regular and ad hoc reporting for team management, including service health, operational performance, incident trends, and progress against key activities.
- Participate in Change Advisory Board meetings and contribute to change planning, risk assessment, implementation, and post-change validation.
- Support messaging and Microsoft 365 projects, migrations, service improvements, governance activities, and automation initiatives.
- Provide mentorship, guidance, and knowledge transfer to new starters and other team members as required.
- Participate in a 24x7 on-call rota and provide after-hours support when required to meet business needs.
- Travel occasionally to other offices as required.
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent relevant experience.
- At least 10 years’ proven experience working in a messaging support, infrastructure, or Microsoft 365 operational environment.
- Strong experience supporting large, complex enterprise messaging environments, including Microsoft Exchange Server and Exchange Online hybrid configurations.
- Hands-on experience administering and troubleshooting Microsoft 365 services, including Exchange Online, Microsoft Teams, OneDrive, Entra ID, Intune, and Active Directory.
- Strong scripting and automation capability using PowerShell; experience with Microsoft Graph API is highly desirable.
- Experience with Fax2Mail, or similar enterprise fax and messaging integration platforms is desirable.
- Experience supporting migrations, tenant changes, platform transitions, or large-scale service improvement initiatives is desirable.
- Good working knowledge of common operating systems, productivity applications, remote support tools, and enterprise service management processes.
- Ability to travel and work outside normal business hours when required.
- Flexible approach to working patterns, including shift coverage and participation in on-call support arrangements.