Tier 3 Platforms Engineer: End User Workspace Specialist (Intune/365)

We are Kocho

Kocho is the original Microsoft identity‑centric security partner, delivering transformational services for UK organisations. We secure every identity first - then use that foundation to strengthen security, modernise cloud and apps, and keep everything running through leading managed services, and managed security operations.

You’ll be joining a team that’s trusted by organisations to deliver at scale. As an eight‑time Microsoft Partner of the Year winner and one Microsoft’s most decorated UK partners.

Our work speaks for itself:

• We’ve helped BT Group build multi‑brand customer authentication at scale (including migration of 25 million accounts).
• We supported Dojo’s cloud‑first identity modernisation (achieving 65% reduction in first‑line support tickets and £80k+ annual savings).
• And we enabled Hallo Healthcare’s secure cloud independence (migrating 17,000 identities and 180+ applications securely to zero trust architecture with Entra).

Our head office is in the heart of London, with additional offices in Cardiff and Cape Town, providing a comfortable working environment with flexible collaboration spaces. And we’re guided by our core values: Do What’s Right, Think Greater, and Better Together.

Kocho is an equal opportunities employer. We make recruitment decisions based on qualifications, skill set and experiences We consider all suitable candidates regardless of their age, sex, gender reassignment, race, pregnancy and maternity, religion or belief, marital status, disability or sexual orientation. This is mindset aligns with our company values as we understand that we are Better Together.

Purpose of the role

The End User Workspace Specialist plays a key role providing Subject matter expertise to the Managed services team. The role has technical responsibility for delivering formal requirements associated with End User Computing and Microsoft 365 service architecture, service design, service management and configuration management responsibilities. In addition, the role works on implementing the required End User Workspace Strategy and contributing to its ongoing transformation to mitigate and manage the associated risks in regard to our IT assets and services, and to drive cost efficiencies, mobility and productivity. This role has accountability for ensuring the resilience of our End User Computing estate and our Microsoft 365 tenant and services which are critical to operational efficiency and underpin core technology services for BTP.

The purpose of this role is to act as the subject matter expert, providing expert advice within current and previously acquired technical expertise and advising and guiding more junior members of the team and department.

This role will lead on the implementation, development and configuration of End User Workspace solutions and serve as a End User Workspace subject matter expert for client infrastructure.

As a subject matter expert for End User Compute, Microsoft 365 and cloud technologies, the End User Workspace will be responsible for

Complex escalations whilst offering mentoring and coaching to junior colleagues in order to upskills those resources.

Provide technical resolution to the client issues raised in tickets.

Leading on specialist fourth line support, and the design, implementation and documentation of new services.

Key Responsibilities

• Incident and Problem Management – Responsible for 3rd line incident and problem management in relation to End User Workspace problems, incidents and breaches. To technically lead on ensuring an appropriate and robust response to applicable incidents and problems, ensuring root cause analysis and resolution occurs.

• Technical Subject Matter Expert – To act and engage as the Subject Matter Expert (SME) on Digital Workplace, both within the department, wider function and overall organisation as required. As SME work closely with other specialist areas to build effective and creditable relationships to understand their End User Workspace requirements, responsibilities and risks for example Cyber Security and Information Security.

• Continuous Development – End User Workspace is fast-paced environment with rapidly changing requirements and a high level of technical skill upkeep and development is required. The post holder will be responsible for ensuring their technical skills is kept up to date and relevant.

• Governance - The role is accountable to ensure that relevant industry frameworks and design principles are adhered to, contributing towards safe, secure and reliable End User Workspace solutions and services.

• Communication - Exceptional communication and collaboration skills with proven success to influence, inspire and support a diverse Tech community.

Contact with others

Internal Stakeholders:

• Work closely with other departments to ensure effective deployment and integration of M365 solutions, especially Intune for device management and security.

External Stakeholders:

• Liaise with Microsoft counterparts and third-party vendors to stay updated on the latest M365 and Intune features, ensuring our solutions are cutting-edge and aligned with industry standards.

• Work with external suppliers and service partners for testing, development, and the transition of M365 solutions, particularly those involving Intune device management.

Experience

• Extensive 3rd and 4th line support experience in End User Workspace technologies and managing M365 solutions, with a focus on Intune for device management and security.
• Expert-level experience with Identity and Access Management (IAM) solutions.
• Hands-on experience with Intune for managing endpoints, implementing security policies, and ensuring compliance across a range of devices (Windows, macOS, Android, iOS).
• Experience in managing and securing M365 environments, including Exchange Online, SharePoint Online, Teams, Defender and OneDrive.
• Proven experience in implementing, managing, and optimizing M365 solutions, with a focus on device management, compliance policies, and security.
• Proven success in mentoring and upskilling junior team members.
• Expertise in supporting international critical infrastructure, meeting the demands of 24x7x365 operational SLAs.

Skills

• Autonomy: Works with minimal supervision, taking ownership of M365 and Intune configurations and ensuring that projects meet deadlines and technical requirements.
• Influence: Influences organizational stakeholders on the importance and best practices of M365 and Intune to enhance business efficiency and security.
• Communication: Excellent ability to communicate technical issues and solutions related to M365 and Intune to both technical and non-technical stakeholders.
• Problem-Solving and Complexity: Demonstrates expert problem-solving skills in M365 and Intune environments, providing solutions to complex technical challenges.
• Strategic Thinking: Contributes to the formulation and execution of End User Workspace Strategy, emphasizing the integration and optimization of M365 and Intune services.

Qualifications and Training

• A relevant degree/postgraduate qualification, or substantial experience, demonstrating expertise in End User Workspace, with a focus on Microsoft 365 and Intune technologies.
• Microsoft 365 Security Administrator Associate
• Microsoft Certified: Identity and Access Administrator Associate
• Microsoft Certified: Information Protection Administrator Associate
• Microsoft Certified: Teams Voice Engineer Expert
• Microsoft Certified: Enterprise Administrator Expert
• Microsoft Certified: Endpoint Administrator Associate