Principle Service Desk Analyst (Azure Tech) - Permanent

Principal Service Desk

As a Principal Support Analyst - Azure, you will serve as a senior technical authority within the support team, providing advanced troubleshooting, mentoring, and operational oversight across customer Azure environments. While not the final escalation point, you will play a key role in resolving complex issues, guiding 1st to 3rd line engineers, and ensuring service excellence across our managed services.

This role is ideal for someone with deep Azure experience, a strong customer focus, and a passion for developing others while maintaining hands-on technical involvement.

Methods Business and Digital Technology Limited

Methods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people-centred, safe, and designed for the future.

Our human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet.

We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them.

Predominantly focused on the public-sector, Methods is now building a significant private sector client portfolio.

Methods was acquired by the Alten Group in early 2022.

Job Description below:

Key Responsibilities

• Act as a senior escalation point for complex Azure and infrastructure-related incidents, working closely with Azure Engineers and Technical Leads when needed.

• Support the design, deployment, and maintenance of Azure IaaS and PaaS solutions.

• Provide technical leadership and mentoring to 1st, 2nd, and 3rd line engineers.

• Collaborate with project teams to support cloud migrations and service transitions.

• Monitor and maintain customer Azure environments using tools such as Azure Monitor, Log Analytics, and Sentinel.

• Contribute to root cause analysis and implement service improvements.

• Assist in developing and enforcing operational best practices and documentation.

• Participate in technical reviews, knowledge sharing, and internal training sessions.

• Support the onboarding of new customers and services into the managed support model.

Technical Expertise

• Strong knowledge of Microsoft Azure, including:

• Azure Virtual Machines, Networking, Storage, and Identity (Azure AD)

• Azure Backup, Site Recovery, and hybrid cloud configurations

• Infrastructure as Code (ARM, Bicep, or Terraform)

• Experience with virtualization platforms (VMware, Hyper-V)

• Proficient in Scripting and automation (PowerShell, Azure CLI)

• Solid understanding of networking fundamentals (DNS, VPN, Firewalls)

• Familiarity with monitoring and security tools (Azure Monitor, SCOM, OMS)

Professional Experience

• Significant experience in a senior support role within a Managed Services Provider (MSP) or enterprise IT environment.

• Demonstrated ability to resolve complex technical issues and mentor junior staff.

• Experience working in a structured support environment with defined SLAs and escalation paths.

Certifications (Preferred)

• Microsoft Certified: Azure Administrator Associate or equivalent

• Microsoft Certified: Azure Solutions Architect (desirable)

• ITIL Foundation or higher

• SC Clearance (or eligibility to obtain)

Soft Skills

• Excellent communication and interpersonal skills

• Strong analytical and problem-solving abilities

• Proactive, self-motivated, and collaborative

• Able to explain technical concepts clearly to both technical and non-technical audiences

Career Development

• Access to Microsoft certification programs and exam vouchers

• Online training via Pluralsight

• Opportunities to progress into Azure Engineering, Technical Lead, or Consulting roles

Work Environment

• Primarily home-based with occasional travel to customer sites and the London office

• Flexible working arrangements and a collaborative team culture

Salary: £35k - £37k

This role will require you to have or be willing to go through Security Clearance. As part of the onboarding process candidates will be asked to complete a Baseline Personnel Security Standard; details of the evidence required to apply may be found on the government website. If you are unable to meet this and any associated criteria, then your employment may be delayed, or rejected. Details of this will be discussed with you at interview.