3rd Level IT Helpdesk Engineer - Office Based

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