L2 / L3 Support Technician / IT Support Engineer

• Provide Level 2 / 3 technical support to MSP customers.
• Troubleshoot Microsoft 365, Windows, email, user account, application and connectivity issues.
• Support and troubleshoot Azure Virtual Server environments and Azure Services.
• Manage multiple tickets and customer requests at the same time.
• Keep customers updated and maintain clear ticket notes.
• Assist with user onboarding and offboarding.
• Manage permissions, accounts and general Microsoft 365 administration.
• Diagnose issues before escalating to senior engineers where required., You will be joining a growing technical team supporting a range of business customers.

This is not a scripted call-centre helpdesk role. We are looking for someone who can investigate problems properly, take responsibility for customer issues and work efficiently in a fast-paced MSP environment.

Pay: £30,000.00-£40,000.00 per year

The role would suit someone who is comfortable working in a busy MSP environment, can manage several issues at once and has the technical confidence to troubleshoot beyond basic first-line support., * Previous experience working in an MSP, IT support company or busy service desk environment.

• Good knowledge of Microsoft 365 and Windows environments.
• Experience supporting Azure Virtual Server environments and Azure Services.
• Experience supporting Microsoft Entra ID / Azure AD.
• Experience supporting Microsoft Intune.
• Experience supporting Microsoft SharePoint & OneDrive including Data Migrations.
• Experience with Ubiquiti Unifi Network, Protect and Access.
• Configuring Firewalls, VPN’s and Networking.
• Strong troubleshooting and problem-solving skills.
• Ability to manage multiple tasks and priorities.
• Confident speaking to customers over the phone.
• Good written communication skills.
• Good project management skills.
• Organised, reliable and able to take ownership of technical issues.
• Willingness to participate in on-call support when required.
• Supporting remote users, * MSP : 2 years (required)
• MS Azure / M365: 2 years (required)
• Working with a Technical Support Team: 3 years (preferred)

• Casual dress
• Company pension
• Free parking
• On-site parking

Application question(s):

• This is an on-site role, working from our offices in Bourne, PE10 0FF.