About the role
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
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