About the role
Role Overview
We have an exciting opportunity for an experienced Support Consultant to join our Secure Managed Services team. This role combines hands-on technical support with customer-facing service delivery responsibilities.
The successful applicant will manage complex incidents and service requests, while also supporting managed service reporting, customer reviews, escalations, service governance and continual improvement. This role is suited to a Support Consultant who wants exposure to broader customer and service activity while remaining technically involved in day-to-day delivery.
Responsibilities
* Manage complex incidents, service requests and customer escalations across supported customer environments, ensuring progress, actions and updates are clearly tracked through to resolution.
* Act as a technical escalation point across Microsoft 365, Azure, Intune, Power Platform, Dynamics 365, cybersecurity tooling and custom applications.
* Support customer relationships through service reporting, reviews, governance and escalation activity, helping to track SLA performance, risks, actions, onboarding, transition and service improvements.
* Coordinate with internal technical teams, customers, partners and vendors to progress high-priority issues and remove blockers.
* Support colleagues by sharing knowledge, improving troubleshooting approaches and strengthening customer communication.
* Identify opportunities to improve customer experience, service resilience, reporting, automation and operational efficiency.
About you
* Three years’ + experience in technical support, service desk or managed services delivery
* Possess a strong working knowledge of Microsoft cloud and workplace technologies such as: Microsoft 365, Azure, Entra ID, Intune, Defender, Sentinel, Power Platform or Dynamics 365.
* Experienced in managing complex incidents, service requests and customer escalations.
* A clear and confident communicator, able to engage with customers, technical teams and senior stakeholders.
* Possess strong planning, prioritisation and organisational skills
* Keen to show initiative, seek ways to improve service delivery, and keep your technical skills up to date with evolving technology
Knowledge and experience of the following would be advantageous:
* Working in Managed Services or another multi-customer support environment.
* ITIL Foundation certification or practical experience of ITIL-aligned service management.
* Experience with customer-facing service reviews, service reporting, SLA analysis, action tracking, service improvement, onboarding or service transition activities.
* Relevant Microsoft technical, security or service management certifications.
Who are FSP?
FSP is a leading enterprise transformation consultancy specialising in Data & AI, Cyber Security, Enterprise Cloud and Change Delivery. We help organisations modernise, innovate and grow through advisory-led consulting, deep technical expertise and high-quality delivery. Working across complex and regulated environments, we partner with clients to build secure, intelligent and resilient digital capabilities that deliver lasting business value. Our culture is built on true belonging, opportunity for all and excellence in everything we do. Through our One FSP Playbook, we have created a shared set of values and winning behaviours that shape how we work, collaborate and show up for our colleagues and our clients. We are committed to creating an environment where talented people are supported, developed and given the opportunity to thrive, building a high-performing organisation where everyone can contribute, grow and succeed together.