Level 3 IT Helpdesk Engineer (Office Based)

About the role

Growth Resourcing is recruiting a Level 3 IT Helpdesk Engineer for an office-based position within a fast-paced Managed Service Provider (MSP). The role delivers high-quality Level 3 technical support and helps the project team with onboarding, migrations, upgrades and infrastructure improvements for new and existing clients. It suits someone committed to customer satisfaction and technical excellence.

Key responsibilities

• Deliver Level 3 support for escalated customer issues and proactively manage ticket queues to meet SLAs
• Maintain clear, professional communication with customers throughout the support lifecycle
• Support the 1st and 2nd line team during high-volume periods, including customer calls and escalations
• Assist with implementation and project tasks across software, hardware, cloud and infrastructure services
• Take part in onboarding, migrations, upgrades and deployments, remotely and occasionally on site
• Administer Microsoft 365 (users, licensing, security) and Microsoft Entra ID (access, authentication, identity)
• Configure Conditional Access policies and M365 security features, and assist with endpoint security and compliance
• Document work accurately and contribute to knowledge base updates and root-cause prevention

Required profile

• At least 2 years of experience in an MSP environment
• Strong background in customer-focused technical support
• Ability to prioritise multiple tasks in a fast-paced environment and work to SLAs
• Good communication skills with users at all levels

Required skills

• Windows Server administration and Active Directory user and group management
• Microsoft 365 and Entra ID administration, including Conditional Access
• Network basics: DNS, DHCP, and basic VLAN concepts
• Desirable: MS-102 certification, Azure administration, Intune, PSA tools (e.g. Autotask), and backup/disaster recovery platforms such as Veeam or Datto

What we offer

• Competitive salary with strong growth potential
• A scaling business backed by UK sales leaders
• High-performance, supportive environment with real career progression