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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