Support Desk Engineer

Technical team - providing responsive, friendly IT support to town and parish councils, non-profits and SMEs.

Reports To:

Service Desk Manager

Contract Type:

Full-time, permanent

Location:

Buckingham office, with flexible remote working

Team:

Technical

Start Date:

To be agreed

Competitive, based on skills and experience

About CloudyIT:

CloudyIT is a UK Microsoft partner specialising in the Modern Workplace. We support around 800 clients across the UK, with approximately 65% being councils, alongside non-profits and SMEs. We help our customers use Microsoft 365 confidently, securely and effectively. You will join a dynamic, growing team where your work has a direct and visible impact on our customers.

Purpose of the Role:

To provide effective first and second-line support to CloudyIT customers, resolving day-to-day technical issues and delivering a consistently helpful customer experience. You will take ownership of requests from initial contact through to resolution, working with colleagues when escalation or specialist input is needed.

Key Responsibilities:

• Respond to customer support requests by phone, email and through the service desk system.
• Diagnose and resolve Microsoft 365, Windows, device, identity, access and connectivity issues.
• Take ownership of tickets, keep customers updated and ensure work is documented clearly.
• Complete routine Microsoft 365 administration, including user, licence, mailbox, Teams, SharePoint and device tasks.
• Apply CloudyIT’s technical and security standards when configuring users, devices and services.
• Escalate complex issues appropriately and work collaboratively with senior engineers and specialist colleagues.
• Support customer onboarding and change activities where required, including account setup, device preparation and user guidance.
• Contribute to internal knowledge articles, checklists and process improvements.
• Communicate clearly and patiently with non-technical customers, many of whom work in town and parish councils.
• Visit customer offices occasionally when on-site support is required; most work is completed remotely.

What We Are Looking For:

• Practical experience in an IT support desk, managed service provider or similar customer-facing technical role.
• Good working knowledge of Microsoft 365 administration and Windows 10/11.
• A structured approach to troubleshooting, with the judgement to resolve, research or escalte appropriately.
• Clear written and verbal communication, with the ability to explain technical matters in plain English.
• Organised and reliable, able to manage several requests without losing attention to detail.
• A positive, customer-focused attitude and a willingness to learn.
• A full UK driving licence for occasional customer site visits.
• Microsoft certifications such as MS-900, MD-102, MS-102 or SC-300.
• Experience with Datto RMM, Autotask or other Kaseya tools.
• Experience with Microsoft Intune, Entra ID, SharePoint, Teams or Apple Business Manager.
• Experience working with local councils, charities or other small organisations.

Development and Future Opportunities:

This role provides a strong foundation across Microsoft 365 support and customer service. As your experience develops, there will be opportunities to undertake further training and, if you wish, build a specialism in areas such as customer onboarding or Microsoft 365 security. Development will be shaped around business needs, your strengths and your career interests, with support to work towards relevant Microsoft skills and certifications.

Working Pattern:

Based at our Buckingham office, with flexibility for remote working. Occasional travel to customer offices may be required, with reasonable notice and expenses covered.

Pay and Benefits:

Salary will be agreed based on the successful candidate’s skills, experience and suitability for the role, and will be reviewed annually.

• A range of staff benefits, which we will be happy to talk through at interview.
• Training and development opportunities aligned to the role and future specialisms.