M365 Engineer - Incident Management - Troubleshooting - public sector - DV clearance

I have an immediate opportunity for 2x Microsoft 365 Engineers to join a busy Incident Management team for our public sector client. This is a great opportunity for someone who wants to balance direct incident handling with smarter processes and knowledge sharing so more issues are resolved quickly at 2nd line.

Due to the urgency and nature of the role, candidates will ideally be British Nationals holding active DV clearance.

What you'll be doing

• Work on complex Microsoft 365 incidents and requests at 2nd line to raise resolution rates.
• Improve triage and diagnosis so tickets move faster, queues shorten, and backlogs reduce.
• Cut avoidable escalations to 3rd line by strengthening 2nd line handling and escalation quality.
• Develop and maintain operational documentation such as runbooks, SOPs, troubleshooting guides, and knowledge articles.
• Deliver structured knowledge transfer through pairing, clinics, and targeted coaching aligned to team skills needs.
• Support major incidents and stabilisation activities that affect Microsoft 365 services.

What we're looking for

• Strong background supporting Microsoft 365 within a 2nd line or similar technical support environment.
• Experience in resolving more complex Microsoft 365 incidents and requests.
• Experience improving triage, diagnosis, and resolution pathways in an operational support setting.
• Evidence of reducing escalations by enabling 2nd line teams to handle a wider range of issues.
• Ability to produce clear, practical operational documentation that others can follow.
• Experience sharing knowledge through mentoring, coaching, or structured sessions for technical teams.

Apply now for immediate consideration!