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.