My client is looking for a candidate to fill a 1st line/2nd line role within the company. The successful candidate will work with the current IT Infrastructure Team maintaining, supporting and improving the IT services they provide to their clients.
Role Summary
You support and report to the Technology Director, delivering Microsoft 365, Intune, infrastructure, and network administration across multiple customer environments within an MSP. You provide advanced technical support, attend customer sites, contribute to project delivery, act as an escalation point for complex issues, and make practical technical and security recommendations to improve customer systems and services.
Key Responsibilities
Microsoft 365, Identity, and Endpoint Management
* Administer Microsoft 365 services across multiple customer tenants, including users, groups, licences, email, collaboration, and file services.
* Manage identity and access, including authentication issues, MFA, permissions, and access troubleshooting.
* Administer Microsoft Intune, including device enrolment, configuration profiles, compliance policies, security baselines, and endpoint protection.
* Apply agreed security hardening standards across endpoints, Microsoft 365, and identity services.
* Investigate and resolve complex user, device, and access-related issues.
Infrastructure, Networking, and Security
* Provide second- and third-line support across cloud, server, network, and endpoint platforms.
* Administer and support customer network infrastructure, including firewalls, switches, LAN, WAN, and VPNs.
* Configure and troubleshoot firewall rules, VPN connectivity, and network security controls.
* Diagnose and resolve network performance, connectivity, and security issues.
* Support server and virtualised environments as part of customer infrastructure.
Escalation, Projects, and Customer Delivery
* Act as an escalation point for service desk engineers for complex or recurring issues.
* Take ownership of assigned incidents and problems through to resolution.
* Contribute to infrastructure, security, and network projects, including upgrades, migrations, and new deployments.
* Attend customer sites for support, infrastructure work, and project delivery.
* Liaise with customers, ISPs, vendors, and third-party support providers as required.
Service Improvement and Commercial Support
* Identify technical risks, inefficiencies, and improvement opportunities within customer environments.
* Make clear technical recommendations to Account Managers and the Technology Director relating to system improvements, security uplift, and potential project or service opportunities.
Governance and Professional Standards
* Maintain accurate documentation, tickets, and change records.
* Work in line with SLAs, security requirements, and company procedures.
* Maintain confidentiality and data protection standards at all times.
* Support junior engineers through guidance and escalation assistance.
* Carry out additional duties as required by the Technology Director.
Desirable Experience and Skills
* 4–6 years’ experience in an MSP or multi-customer IT environment.
* Strong experience administering Microsoft 365 across multiple tenants.
* Experience with Microsoft Intune and endpoint security configuration.
* Solid knowledge of firewalls, switching, LAN/WAN, and network security.
* Good understanding of server and virtualised environments.
* ITIL Foundation v3.
* Comfortable acting as an escalation point for technical issues.
* Linux experience desirable.
Only relevant candidates will be contacted