2nd Line Level IT Helpdesk Engineering

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 2 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.

• Deliver Level 2 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 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 , 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.

• 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.

• Microsoft Windows Server administration
• Microsoft Windows 10/11 Desktop Operating Systems
• Active Directory user and group management
• Microsoft 365 administration
• Microsoft Entra
• 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

• 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

• Competitive salary with strong growth potential
• Be part of a scaling business backed by UK 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