Introduction Techcare helps businesses get more from their technology. Our work is consultative and proactive, from managing complex Microsoft 365 environments to deploying cyber security frameworks. This year we won Greater Birmingham Chamber of Commerce awards for Customer Commitment and Business of the Year. We''re growing and looking for engineers to join our Managed Services team in Rugeley. What you''ll own: You''ll be a trusted technical advisor to our clients, working hands-on across technical support, systems administration and information security, supporting day-to-day operations and longer-term improvements. Main accountabilities Resolving tickets within SLA from first contact to fix, with every contact a good experience measured by client feedback. Keeping client systems healthy with proactive maintenance, monitoring and regular audits of backups, endpoints, firmware and assets. Writing up fixes as knowledge base articles, keeping client documentation accurate. Reviewing service performance with the Service Desk Manager, staying current on new products. Helping improve internal processes in line with our ISO standards. What you''ll need: Service desk experience, resolving incidents and service requests to ITIL-aligned processes. Managing identity and access in Microsoft 365 Completing joiners, movers and leavers within SLA. Hands-on PSA and RMM experience (ConnectWise, N-able or similar). Microsoft 365 security, compliance and tenant governance, including ..... full job details .....