Location: London Hybrid Role

About Us:
At SRD Technology UK, we deliver cutting-edge cloud solutions that empower organisations to innovate, scale, and transform their businesses. Our services power a broad spectrum of industries, providing secure, high-performance cloud infrastructure and services that our customers rely on every day. As we continue to grow, we’re seeking an experienced and highly skilled Technical Support Analyst (Tier 3) to join our dedicated team.

The Role:
As a Tier 3 Technical Support Analyst (Microsoft 365 Specialist), you will be the final escalation point for complex issues related to Microsoft 365 products and services. From advanced troubleshooting in Exchange Online and SharePoint Online to optimising Teams communication and integrating Azure Active Directory, you’ll provide the expert guidance and resolution our clients rely on. Your insights will shape the improvements that keep our managed service clients all over the UK productive, secure, and delighted with their Microsoft environment. Partner with product engineers, security teams, and cloud architects to identify root causes and deliver strategic, long-term solutions. Act as a resource and mentor for Tier 1 and Tier 2 analysts, sharing best practices, documentation, and training materials to elevate team capabilities. Contribute to internal knowledge bases, refine support processes, and stay current with Microsoft’s evolving platform updates and feature releases. Advocate for customers by translating their feedback into actionable improvements, guiding enhancements to configurations, policies, and integrations.

This hybrid role is a 60/40 split between our London office / client sites and remote working.

Person Specification:

This role requires a minimum 5+ years experience in a similar role within an MSP. You should be someone who strives to be at the top of their game in the latest technologies and methodologies.

Qualifications & Training:

ITIL Practices

Computer Science/ IT degree or Equivalent.

Microsoft Certified professional within Microsoft office 365 management, Azure administration associate to an advanced level.

UK Drivers License

Proof you can work in the UK

Experience:

Backup and disaster recovery solutions

Advanced level of customer service

Scripting and automation tools (PowerShell).

System administration - Active Directory, Group Policy and Azure AD.

Security - familiarity with cybersecurity principles and tools, such as firewalls, antivirus and patch management.

Working in an MSP environment

Minimum of 5 year’s experience in a similar role

Working with service desk tools

Desktop support - Advanced skills in troubleshooting Windows and MacOS, Office suites and other desktop applications.

Working at multiple client sites.

Networking - Managing and troubleshooting network devices and configurations, including VLANs, DNS, DHCP, and VPNs.

Microsoft 365 endpoint management including deployment services and policy management

Administration experience in a small to medium size corporate IT environment, including operational and break/fix activities.

Qualities & Attitude:

Team player with good time keeping.

Customer service - excellent communication and customer service skills to interact with clients and internal stakeholders in a clear, supportive manner.

Confident & Professional telephone manner with excellent written and verbal communication skills

Ability to work autonomously

Organisational and prioritisation skills that can adapt to changing priorities with multi-tasking

Astute problem-solving skills with the ability to analyse data to reach conclusions

Eagerness to stay up to date with emerging technologies and trends

Ability to provide reactive support where required but with a primary focus on proactive support

Ability to remain calm under pressure during challenging times

Able to deliver IT projects or changes as required for the business, including documentation, communication, and coordination with other teams.

Product Knowledge

Experienced with ticketing systems, SLAs, following ITIL processes and knowledgebases.

Remote management software

Advanced understanding and experience of Microsoft Office 365, including Azure Active Directory, Exchange Online, SharePoint Online, Endpoint Manager and related 365 admin centres. Ability to create and configure a 365 tenant from scratch including all related configuration policies and best practice security practices. Experience of migration projects

Advanced experience with SharePoint site creation, management and permissions.

Advanced knowledge of router, firewall and managed switch configurations, including an understanding of TCP-IP subnetting and routing.

Understanding of DKIM, DMARC & SPF.

Administering Windows and mobile devices via Microsoft Intune, including configuration, compliance, app policies and PowerShell scripting.

Proficient with managing a Microsoft Windows and Microsoft Office estate, including a good understanding of Microsoft Teams and Outlook

Backup and disaster recovery technologies

Active directory/ group policy.

Experience with scripting and automation tool (PowerShell)

Microsoft 365 endpoint management including deployment services and policy management.

Desktop support - strong skills in troubleshooting Windows and MacOS, Office suites and other desktop applications.

Networking - proficiency in managing and troubleshooting network devices and configurations, including VLANs, DNS, DHCP, and VPNs.

Security - familiarity with cybersecurity principles and tools, such as firewalls, antivirus and patch management.

Why Join Us?

SRD Technology encourages and builds on a great work/life balance. We have a strong set of core values and work ethic to help a positive work environment.

Impactful Work:

Shape how organisations adopt and refine their technology ecosystem, enabling seamless collaboration and improved efficiency.

Collaborative Culture:

Be part of an open, supportive team where innovation thrives, and all member’s insights drive success.

Competitive Benefits:

• Enjoy competitive compensation
  
  
• Opportunities for advancement and training plans for all team members via the SRD Training Academy.
  
  
• Stay at the forefront of Microsoft technologies, receive professional development, and gain exposure to challenging projects.
  
  
• 20 Days holiday plus bank holidays, increasing by 1 day every year of service to a maximum of 25.
  
  
• Your birthday as a holiday each year on top of your holiday allowance
  
  
• Contributory pension scheme
  
  
• Team challenges and prizes
  
  
• Regular company social activities
  
  If you’re a Microsoft 365 expert committed to delivering top-tier support and continuous innovation, we want to hear from you. Apply today to join SRD Technology UK Ltd and help our clients make the most of their modern workplace solution