About the position
Our client is looking for a technically capable Service Desk Technician to join their 24/7 support team. This role combines first-line technical support with security monitoring, ensuring the company’s clients receive responsive, professional service outside standard business hours.
You’ll be responsible for managing support tickets, performing initial troubleshooting, monitoring security alerts and escalating incidents where required. The ideal candidate would have strong MSP or service desk experience with an interest in developing their security knowledge and building a career within cyber security.
What success looks like:
- Clients receive professional, timely support outside normal business hours.
- Tickets are owned, progressed, and documented to a high standard.
- Security alerts are reviewed, triaged, and escalated appropriately.
- Technical and security issues are handed over efficiently with complete information.
- Client confidence is maintained through clear communication and excellent service.
Core accountabilities:
24/7 Service desk support:
- Provide first-line remote support for contract 24/7 clients.
- Answer, log and manage incoming incidents and service requests.
- Perform initial troubleshooting and resolve issues within agree capability.
- Maintain ownership of assigned tickets until resolution or escalation.
- Ensure tickets are updated accurately with clear progress and next actions.
Security monitoring and incident triage:
- Monitor security alerts across client environments.
- Review Microsoft Defender, Microsoft 365 and security platform alerts.
- Investigate suspicious activity including sign-in events, audit logs and endpoint alerts.
- Follow documented security processes and escalation procedures.
- Escalate potential security incidents promptly with appropriate technical information.
Incident AND escalation management:
- Prioritise tickets based on impact and urgency.
- Escalate technical or security issues to senior technicians where appropriate.
- Provide complete and accurate handovers between shifts and technical teams.
- Ensure no ticket or incident is left without ownership or clear next action.
Documentation and quality:
- Maintain accurate ticket notes and investigation records.
- Follow agreed service desk and security processes.
- Contribute to internal documentation and knowledge articles.
- Identify recurring issues and raise opportunities for improvement.
Continuous development:
- Develop technical and security knowledge through training and certifications.
- Build understanding of Microsoft security technologies and best practice.
- Participate in team knowledge sharing and continual improvement initiatives.
Technical requirements
Essential:
- Experience supporting Windows desktops and laptops.
- Microsoft 365 administration.
- Active Directory / Microsoft Entra ID.
- Basic networking (DNS, DHCP, VPN).
- Strong troubleshooting skills.
- Excellent written and verbal communication.
Desirable:
- Microsoft Defender.
- Microsoft Intune.
- Multi-factor authentication (MFA).
- Conditional Access.
- Sign-in logs/audit logs experience.
- Basic understanding of phishing, malware, and account compromise.
Experience:
Essential
- 1-2 years’ experience in an MSP or fast-paced IT support environment.
- Experience supporting Microsoft 365 business environments.
- Experience managing support tickets and working to SLAs.
- Ability to prioritise workload and work independently.
- Strong customer service skills.
Desirable:
- Experience providing remote support.
- Exposure to Microsoft security technologies.
- Interest in cybersecurity and security operations.
- Working towards (or holding) relevant Microsoft certifications.
Qualifications:
Essential
Desirable:
- Microsoft Fundamentals certifications (MS-900, AZ-900, SC-900)
- CompTIA Security +
- Microsoft SC-200
- MD-102
- MS-102
Working hours:
This role forms part of their 24/7 service delivery team.
You’ll participate in a rotating shift pattern covering:
- Days
- Evenings
- Nights
- Weekends
- Public Holidays
Shift patterns are planned in advance.
Key Performance Indicators (KPIs)
Service performance:
- SLA compliance for assigned tickets
- Response times within agreed targets
- Ticket backlog maintained within agreed thresholds
Ownership and quality
- 100% of tickets have clear ownership and next action
- Ticket documentation meets quality standards
- Low ticket reopen rate
Security monitoring:
- Security alerts reviewed and actioned within agreed SLA
- Accurate identification and escalation of security incidents
Escalation management:
- Correct escalation of technical and security issues
- High-quality handovers with complete technical context
Team and development:
- Completion of agreed training and certifications
- Contribution to documentation, knowledge sharing and continual improvement.
Desired Skills:
- supporting Windows desktops
- Microsoft 365 administration
- Active Directory / Microsoft Entra ID
- networking (DNS
- DHCP
- VPN)
- troubleshooting
