This is a customer-focused position within a fast-paced Managed Service Provider (MSP) environment. The successful candidate will be responsible for delivering high-quality Level 3 technical support while assisting the project team with onboarding, migrations, upgrades, and infrastructure improvement activities for both new and existing clients.
The role requires a strong commitment to customer satisfaction, technical excellence, and ownership of outcomes, with the ability to work effectively in a dynamic and service-driven environment.
Key Responsibilities
- Deliver Level 3 technical support for customer issues escalated from the Service Desk, ensuring timely and effective resolution
- Proactively monitor and manage support ticket queues to meet SLA targets.
- Maintain clear and professional communication with customers throughout the support lifecycle.
- Support the 1st and 2nd Line team during high-volume periods, including assisting with customer calls and escalations.
- Assist with implementation and project tasks across software, hardware, cloud, and infrastructure services.
- Participate in customer onboarding, migrations, upgrades, and system deployments both remotely and occasionally on-site.
- Administer and support Microsoft 365 environments, including user management, licensing, and security configurations.
- Manage and maintain Microsoft Entra ID, including user access, authentication methods, and identity management.
- Configure and support Conditional Access Policies and Microsoft 365 security features to improve customer security posture.
- Assist with endpoint security, compliance policies, and best-practice security implementations.
- Accurately document work completed and maintain up-to-date technical documentation and configuration records.
- Identify recurring issues and contribute to continuous service improvement initiatives, knowledge base updates, and root-cause prevention.
- Collaborate effectively with internal teams to deliver high standards of customer service and technical support.
Requirements
Key Skills & Experience Required
- Minimum of 2 years of experience working within an MSP environment is essential.
- Strong background in customer-focused technical support roles.
- Excellent troubleshooting and problem-solving skills.
- Ability to prioritise and manage multiple tasks effectively in a fast-paced environment.
- Strong communication and interpersonal skills with the ability to work with users at all levels.
- Proactive approach with strong attention to detail and commitment to delivering on promises.
- Experience working to SLAs and maintaining high service standards.
- Well-organised with strong time management skills.
Technical Skills / Qualifications
Minimum Skills Required
- Microsoft Windows Server administration
- Microsoft Windows 10/11 Desktop Operating Systems
- Active Directory user and group management
- Microsoft 365 administration
- Microsoft Entra ID administration
- Conditional Access Policy configuration and support
- Microsoft 365 security and compliance fundamentals
- Network fundamentals including DNS and DHCP
- Basic understanding of VLANs and networking concepts
Desirable Skills
- MS-102: Microsoft 365 Administrator certification
- Microsoft Azure administration
- Experience with Intune / Endpoint Management
- Experience with Autotask or similar PSA and remote monitoring tools
- Backup and disaster recovery platforms such as Veeam or Datto
- Experience supporting cybersecurity best practices within customer environments
Benefits
Why Join Growth Resourcing?
- 💸 Competitive salary with strong growth potential
- 📈 Be part of a scaling business backed by UK sales leaders
- 🤝 Work in a high-performance, supportive environment
- 🚀 Real career progression opportunities—we grow people, not just teams
- 🧠 Learn fast, move fast, and make an impact from day one