Technical Support Agent

Job description

Location: Chester CH1
Salary: £26-28k DOE
Full time / Permanent


Be part of a world-class digital workplace agency.

WM Reply are an 110 person, and fast growing, Microsoft Cloud consultancy. We are part of the 8,000 strong Reply group. With offices in London (HQ), Chester, Manchester, Minsk and Amsterdam. We work with leading enterprise clients building amazing intranets, business applications and websites.


With an impressive roster of clients, including Microsoft, Barclays, Unilever and Rolls-Royce, you`ll be contributing to a growing team famed for their expertise in connecting people with technology.


We are looking for a Technical Support Agent to join our team in our fantastic Chester office.


This role will be to primarily support the SharePoint intranet solutions we’ve built, as well as providing assistance with other Microsoft services.



  • Provide B2B 2nd Level Support for SharePoint/O365 services
  • Work closely with our Project teams on new solutions
  • Build rapport with clients to retain business
  • Triaging initial support queries using Zendesk ticket system
  • Liaising with developers on technical queries
  • Managing and prioritising all support requests against SLAs
  • Communicate updates directly to the client
  • Provide regular reports
  • Attend client calls
  • Support WM team internally


  • Web Agency or Technical Support background preferred
  • SharePoint experience at minimum user level
  • Basic HTML/CSS preferred
  • Comfortable managing clients from a support perspective