Product Technician M365

Job Description

Qualifications Scotland is Scotland’s national awarding body, designing and delivering trusted qualifications that recognise knowledge and skills. Based in Scotland, the qualifications we create are valued and used worldwide.

We are looking for a Product Technician to join our multiskilled Service Delivery team. This role offers a fantastic opportunity for professional development as we continue to modernise our cloud infrastructure.

As Product Technician you will be responsible for the proactive management and optimisation of our core application environments, ensuring high availability and alignment with Service Level Agreements across the Microsoft 365 and Azure estates. To do this, you must be able to demonstrate experience in the following specific duties:

• Monitoring and managing various systems and resources, including the email quarantine queues to investigate and resolve issues with malicious or misdirected mail.
• Provide second line user support to the Service Desk, moving beyond email-only communication to engage directly with users in real-time to diagnose issues.
• Support internal staff and our wide network of external users with Multi-Factor Authentication (MFA) challenges and sign-in troubleshooting.
• Administer Exchange, SharePoint permissions, OneDrive for Business, and Power Platform environments while managing complex identity lifecycles within Microsoft Entra ID, including end-to-end onboarding and verification processes.

You must also have the following skills and experience:

• You should possess proven problem solving and determination skills in a Microsoft environment, including the use of specialised administrative and automation tools.
• You must have the ability to communicate confidently and directly with users and senior stakeholders to build confidence through active communication.
• An ITIL qualification or working knowledge of Service Management is required, alongside user administration knowledge and experience in maintaining robust technical documentation.
• Be educated to SCQF Level 8 (HND level or equivalent) or be able to demonstrate direct relevant experience for the role. Must have a minimum of 3 years’ applications support experience.

We offer a fantastic benefits package in return for your talent. This includes:

• A career-average pension scheme
• Employee wellbeing and health assistance programmes
• Development opportunities
• 27 days annual leave and 14 days public holiday

If you’ve got the skills, knowledge and experience for this role, please apply.

We’re an equal opportunities employer and encourage applications from people of all backgrounds. As a certified Disability Confident employer, we guarantee an interview to all disabled applicants who meet the competency requirements of the role.

We’ve a Gaelic Language Plan and are committed to its purpose. Tha Plana Gàidhlig aig Teisteanasan Alba agus tha sinn dealasach le na h-amasan sa Phlana Cànain Nàiseanta Ghàidhlig.