M365/Cloud Infrastructure Support Engineer

Key Responsibilities

• Provide day-to-day support and administration of Microsoft 365 suite: Exchange Online, SharePoint Online, Entra ID, Microsoft Teams, etc. 
• Troubleshoot complex M365 service issues across identity, mail flow, and collaboration platforms.
• Manage user lifecycle processes (joiners, movers, leavers), with a focus on scripted automation.
• Monitor service health and proactively address performance issues and vendor’s escalations where required.
  
  

• Write and maintain advanced scripts to automate repetitive operational processes to improve efficiency and reduce manual effort.
• Utilise Microsoft Graph API and Microsoft Graph Explorer to build custom automation, workflow integrations, and diagnostics.
• Assist with automation, monitoring, and incident response impacting M365 services (e.g. authentication, access, service health).
  
  

• Provide operational support for cloud infrastructure across production and non‑production environments.
• Monitor platform health, availability, and security, proactively identifying and resolving issues.
• Troubleshoot Azure‑related incidents and participate in root‑cause analysis and service improvement activities.
• Support hybrid Azure environments, connectivity, and identity integration using Entra ID.

• Manage and resolve incidents within defined SLAs, ensuring high-quality updates and communication.
• Follow ITIL-driven processes for change, problem, and service performance management.
• Participate in root-cause analysis and continuous improvement activities
  
  

• Ensure cloud resources comply with security baselines, governance standards, and regulatory requirements.
• Contribute to backup, disaster recovery, and business continuity planning for production workloads.
• Ensure compliance with organisational, regulatory, and security standards.

• Contribute to the ongoing evolution of M365 and Azure services.
• Identify opportunities to improve resilience, security, and operational efficiency.
• Develop and maintain technical documentation, runbooks, and operational standards for cloud platforms.
• Participate in knowledge sharing and continuous improvement initiatives within the cloud operations team.
  
  

• Support the delivery of infrastructure projects, upgrades, and migrations.
• Contribute to infrastructure modernisation initiatives, including cloud adoption/migration
• Identify opportunities for automation, optimisation, and simplification. 
• Develop and maintain technical documentation, support guidelines, and runbooks.

Skills Knowledge and Expertise

• Bachelor’s degree in computer science, Information Technology or related field AND
• 5 years’ experience in cloud or infrastructure support, with strong hands-on M365 and Azure operations experience.
• Strong PowerShell scripting and automation experience in enterprise environments.
  
  

• Microsoft 365 Certified: Associate (Endpoint, Teams, Identify and Access Administrator.
• Azure Fundamentals or above.
• ITIL Foundation or similar service management awareness.
• CISSP or similar security certification a plus.

• Strong hands-on experience supporting Microsoft 365 and Azure in a production environment. 
• Strong scripting and automation skills.
• Experience with Microsoft Graph API (essential).
• Solid understanding of M365 identity, networking, security, and monitoring.
• Experience with device analytics or monitoring tools.

• Demonstrated critical thinking, troubleshooting and problem-solving skills to complex technical problems.
• Excellent interpersonal, written, and verbal communication skills in English to both technical and business audiences (individual or group)
• Strong customer service mindset.
• High-quality documentation skills and process-oriented approach.
• Ability to complete assignments with minimal direction.
• Ability to work independently and as part of a team.
• Strong attention to detail and a methodical approach.
  
  

• Collaborative mindset and who can work independently or more often as part of a diverse team and group of internal and external stakeholders.
• Exceptional aptitude for dealing with ambiguity, unexpected emergencies, frequent interruptions, and competing deadlines (must be able to work overtime and weekends when necessary).
• Proactive, flexible and adaptable disposition with a willingness to work hands-on, demonstrating attention to detail and the ability to take ownership of individual and team’s work.
• Innate curiosity and willingness to learn and evolving technology environment on an ongoing basis: developing knowledge base and skill setting beyond that called for by immediate tasks and continually pushing the ‘knowledge envelope’.
• A continuous improvement mindset, continually critically evaluating results to drive improvements of processes and / or methods and/or underlying technology direction.

Benefits

• Competitive salary
• 25 days annual leave
• Hybrid working policy
• Immediate pension scheme
• Comprehensive health and wellness benefits including full gym and wellness programme
• TaxSaver and Bike to Work scheme
• Wide-ranging opportunities for involvement in internal committees