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