IT Support Engineer (Microsoft 365) - Office Based

About the role

Growth Resourcing is looking for a Senior 2nd Line IT Support Engineer to join its technical support team in an office setting. The role focuses heavily on Microsoft 365, supports multiple client environments, owns tickets from start to finish and resolves issues to the root cause.

Key responsibilities

• Manage and resolve tickets within agreed SLAs, from first contact through to resolution.
• Provide advanced 2nd line support across Microsoft 365 environments.
• Troubleshoot and administer Entra ID, Exchange Online, SharePoint, OneDrive, Teams and Intune.
• Manage user access, licensing, MFA, Conditional Access and security policies.
• Support Microsoft Defender, compliance, retention, DLP and eDiscovery where required.
• Perform root cause analysis and implement permanent solutions.
• Support tenant onboarding, configuration and migration activities.
• Maintain accurate ticket notes, client updates and technical documentation.
• Work across multiple client tenants following agreed standards and change controls.
• Identify recurring issues and recommend automation or standardisation.
• Escalate complex issues with clear technical handovers.

Required profile

• Proven 2nd-line IT support experience.
• Strong hands-on Microsoft 365 experience.
• Good knowledge of Entra ID/Azure AD and Exchange Online.
• Hands-on experience with Microsoft Intune.
• Confident using PowerShell for administration and troubleshooting.
• Strong understanding of identity, access management and security.
• Excellent troubleshooting, communication and client-facing skills.
• Ability to manage competing priorities across multiple clients and tickets.
• Desirable: experience in an MSP or multi-tenant environment; knowledge of Azure IaaS/PaaS; experience with PSA/RMM platforms; exposure to M365 backup, archiving or third-party tools.

What we offer

• Competitive salary package.
• Ongoing Microsoft 365 and technical training.
• Exposure to Microsoft Azure, Intune, Entra ID and cybersecurity.
• Career progression into senior engineering and specialist roles.
• Supportive team with knowledge sharing and mentoring.
• Professional development and certification support.