Microsoft Support Engineer (Operations Centre)


Location: Greater Manchester

Job Type: Full time


Would you like to kick start your career in a supportive, collaborative and innovative company?

Do you enjoy working as part of an enthusiastic, passionate, and collaborative team?

Join our The Application & Infrastructure Team

The Application & Infrastructure Team are a proficient, fast-paced and exciting team who are committed to providing excellent customer service while assisting industry leading customers in their complex support requirements. We support a multitude of technologies across the Microsoft stack, which include Azure, Office 365 and some on premises workloads.

Success. The Softcat Way.

Softcat is a £1billion+ pa turnover technology solutions business and trusted partner to names like Apple, Microsoft and Adobe. Offering a growing portfolio of services including software licensing, cyber security and IT infrastructure, we give our technical teams the tools and support to make exciting things happen. This is where to achieve more for your career.

Are you passionate about Microsoft O365?

In this role, you will be primarily responsible for investigating support cases escalated by the service desk support team and managing them to resolution. Your primary aim will be supporting Office 365 technologies in line with customer requirements, alongside a small amount of project-based work focussed specifically around Azure. You will also be required to perform on-call duties in order to support high priority out of hours incidents currently one week out of every five.

As a Microsoft Support Engineer, you'll be responsible for:

  • Aim to resolve support calls originating from managed services customers in line with the operations centre SLA's
  • Proactively manage ticket updates to all customers, 3rd parties and vendors through to resolution working alongside the Cloud, OS & Apps team as well as the wider operations centre
  • Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution.
  • When required, attend the Change Advisory Board (CAB) and Problem Review meetings
  • Working to ITIL best practices following agreed processes and procedures

What we need from you

  • Excellent customer service and written skills
  • Strong work ethic and the ability to work well within a team
  • Strong knowledge of the full Office 365 stack and motivation to increase your knowledge in this area.
  • Knowledge of Microsoft Azure and motivation to increase your knowledge in this area
  • Exposure to on premises Microsoft server technologies and roles

Work in a way that works for you

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

  • Hybrid working – 2-3 days in the office and 2-3 days working from home
  • Working flexible hours - flexing the times you start and finish during the day
  • Flexibility around school pick up and drop offs

Working with us

Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.

Join us

To become part of the success story, please apply now

As part of our commitment to supporting, attracting and retaining the best diverse talent, Softcat is proud to partner with organisations like WORK180, My G Work and Black Young Professionals. Work 180 endorse employers that demonstrate on-going support for women at work, including offering benefits and policies that best support female employees. My G Work support us in our aim of attracting more LGBTQ+ talent. The BYP network support us in diversifying our talent pool by tapping into the black professional community.

You’ve got this!