This is a customer-focused position within a fast-paced Managed Service Provider environment. The successful candidate will be primarily responsible for delivering high-quality Level 2 technical support while also assisting the project team with onboarding and upgrade activities for both new and existing clients. A strong commitment to customer satisfaction, service excellence, and ownership of outcomes is essential. Key Responsibilities Deliver Level 2 support for customer issues escalated from the Service Desk, ensuring timely and effective resolution. Proactively monitor and manage ticket queues to meet SLA targets and maintain clear communication with customers throughout. Support the 1st Line team as required, including handling customer calls during high-volume periods. Assist the Project Manager with implementation tasks across software, hardware, and infrastructure services—both remotely and occasionally on-site at customer locations. Accurately document work performed and maintain up-to-date configuration and support information. Identify recurring issues and contribute to service improvement activities, knowledge base updates, and root‑cause prevention. Key Skills / Experience Required Previous experience within an MSP environment is essential. Strong background in customer‑focused support roles. Excellent interpersonal and communication skills, confident dealing with users at all levels. Ability to troubleshoot, prioritise, and resolve incidents in line with SLAs. Proactive approach to problem solving, with a commitment to delivering on promises. Well‑organised with the ability to manage multiple tasks simultaneously. Technical Skills / Qualifications Ideally hold MS-102 (Microsoft 365 Administrator) Proficient in: Microsoft Windows Server administration Microsoft Windows 10/11 Desktop Operating Systems Active Directory user and group management Office 365 administration Network fundamentals (DNS, DHCP, VLANs beneficial) Experience with the following desirable but not essential: Microsoft Azure administration Autotask or similar PSA/remote access tools Backup and disaster recovery platforms (e.g., Veeam, Datto) Why Join Growth Resourcing? Competitive salary with strong growth potential Be part of a scaling business backed by UK sales leaders Work in a high-performance, supportive environment Real career progression opportunities—we grow people, not just teams Learn fast, move fast, and make an impact from day one #J-18808-Ljbffr