About the role

Mission

This hybrid role blends classic Service Desk responsibilities with hands-on EUC Cloud based support. You'll be onsite with the customer, helping end users resolve technical issues, setting up new users, and supporting modern workplace technologies. 

You’ll be supported by a wider national team, with escalation pathways in place – but we’ll rely on you to own the day-to-day support needs onsite. 

Key Responsibilities:

Advanced Troubleshooting & Escalation Support:

• Take ownership of escalated incidents and service requests from the client 
• Provide advanced diagnosis and resolution of: 
• Windows OS (10/11), performance and system-level issues 
• Microsoft 365 apps and services, including Teams, Outlook, SharePoint 
• Printing issues, mobile device support (iOS, Android) 
• VPN, Wi-Fi, and network connectivity issues 
• Liaise with infrastructure, network, and application teams when required to resolve cross-functional issues 
• Perform root cause analysis for recurring issues and suggest preventive measures 

Device & Endpoint Management:

• Manage end user computing devices via Intune, SCCM, or equivalent tools 
• Apply device policies, update compliance settings, and monitor patch status 
• Support software packaging, deployment, and versioning across fleets 
• Coordinate rebuilds, reimages, and advanced diagnostics of hardware issues 

User Administration & Access Management: 

• Manage user access in Active Directory, Entra ID, Exchange Online, Teams Admin 
• Support multi-factor authentication (MFA), Single Sign-On (SSO), and password resets 
• Handle group memberships, shared mailbox permissions, and security role changes 

Project Support & Change Implementation:

• Assist in user-impacting IT projects (e.g., device rollouts, office moves, software upgrades) 
• Contribute to change implementation and post-change support activities 
• Support application and system testing for EUC-related changes 

Collaboration & Documentation:

• Act as an extension of our support team, sharing knowledge and solutions 
• Maintain clear documentation in the ITSM system of all issues and actions taken 
• Create or improve knowledge base articles and support documentation 

Customer Experience:

• Ensure customer issues are handled with empathy, professionalism, and urgency 
• Proactively follow up with users to confirm resolution and satisfaction 
• Maintain communication through to closure of all assigned tickets  

Skillset

Must Haves:

• 2+ years in an IT support role, with at least 1 year at a Level 2 or senior support capacity 
• Strong troubleshooting skills across Microsoft 365, Windows OS, and device hardware 
• Experience with Intune, SCCM, or other endpoint management platforms 
• Proficient in user account and access management across Active Directory / Entra ID 
• Working knowledge of ITSM tools and service desk operations 
• Strong written and verbal communication skills with a customer-centric approach 
• Ability to document processes and solutions clearly and accurately 

Desirable Skills:

• Experience supporting hybrid environments (on-prem and cloud) 
• ITIL Foundation certification or working knowledge of ITIL processes 
• Microsoft 365 Certified: Modern Desktop Administrator Associate or similar 
• Understanding of security tools such as Defender for Endpoint, BitLocker, etc. 

Performance Measures: 

• Resolution rate of Level 2 tickets within SLA 
• Quality of escalations handled (feedback from Level 1 and customers) 
• Reduction in repeat incidents via root cause analysis and fixes 
• Documentation and contribution to internal knowledge base 
• CSAT scores and customer feedback on complex issues 

About Rapid Circle 

At Rapid Circle, we’re not afraid of a challenge, we thrive on it. We partner closely with our clients to craft tailored, future-ready solutions that meet their unique needs. Our mission goes beyond deploying technology; we guide organisations through meaningful change, delivering real, measurable impact.

Founded in 2008, we foresaw the transformative power of the cloud and led the charge as Microsoft embraced it. As pioneers, we were the first Microsoft Cloud Partner to roll out Office 365 at scale in Europe, earning us the Microsoft Global Partner of the Year in Health.

Today, Rapid Circle is a globally recognised, AI-focused digital transformation company with a strong presence in the Netherlands, India, and Australia. We specialise in harnessing the power of Microsoft technologies - including Azure, Microsoft 365, and Copilot - to empower organisations and their people.

Our commitment to innovation and excellence has been recognised with numerous accolades, including the Microsoft Global Partner of the Year Award for Frontline Workers in 2022, and most recently, recognition in the 2024 Microsoft Partner of the Year Awards.

At Rapid Circle, we don’t just keep up with change, we'll help you achieve what's next.