Support Specialist
Support Specialist (two roles) — Pertemps Network Group Meriden, West Midlands | £30,000 to £35,000 depending on experience | Full-time, permanent
Pertemps Network Group is the UK's largest privately owned recruitment organisation, with around 1,600 users across more than 200 branches and 50 subsidiary businesses. Our central IT shared service supports the whole group, and we're investing in the team to raise the technical bar across the service desk.
We're hiring two Support Specialists to strengthen our second-line capability. The role exists to resolve the complex issues that need proper fault-finding, to own vendor cases through to resolution, and to coach our Support Analysts so they can lift their own first-contact resolution.
We're looking for people who want to understand root cause rather than just clear tickets.
What you'll be doing
You'll be the second-line escalation point across a broad technical estate. That includes our in-house CRM platform, a range of vendor SaaS solutions, our Microsoft 365 and Azure estate, and the systems that underpin weekly payroll. You'll also support branch go-lives and platform rollouts, lead investigations into recurring incidents, and feed findings back into knowledge, training, and configuration so the same issues don't keep recurring.
The role is hands-on. You'll rotate through the service desk alongside the Support Analysts, answering phones and picking up tickets as they come in. Being visible on the front line is part of how you coach the team and stay close to what users are actually experiencing. Alongside that, you'll run ticket reviews and knowledge sharing, produce diagnostic playbooks the team actually uses, and contribute to change testing and early-life support. Progression into a Technical Specialist role is available once you're fully embedded in the department and have developed real depth in a particular domain. It's based on evidenced specialism rather than time served.
What we're looking for
We're not expecting you to be expert across everything. What matters is that you can support confidently in several of these areas already and are genuinely open to getting up to speed on the rest. You'll have strong diagnostic instincts, the patience to isolate faults methodically across interconnected systems, and solid experience with Microsoft 365 administration in a multi-site environment. Exposure to Azure, Dynamics 365, the Power Platform, or payroll-adjacent systems is all valuable, and any combination is a good start.
Microsoft certifications carry real weight for us, particularly in Azure (such as AZ-104 or AZ-500), Dynamics 365 Sales (MB-210), or the Power Platform (PL-200 or PL-400). We'll also consider strong capability without certification, but certified candidates will stand out, and we'll support further certification as part of your development here.
You'll be comfortable on the phones and in front of users, able to run vendor cases with complete diagnostic evidence, familiar with ITIL ways of working, and willing to take responsibility for coaching more junior colleagues.
The working pattern
37 hours per week, scheduled on a rota basis within our service desk operating hours of Monday to Thursday 07:00 to 17:30 and Friday 07:00 to 17:00. Shifts are allocated based on demand and service requirements. Office-first from our Meriden head office.