In this role you will be a hands-on escalation expert supporting a range of Microsoft environments for a growing MSP. You will work closely with customers and L1/L2 engineers to resolve complex issues and drive technical improvements. The role offers exposure to Microsoft cloud, AI and automation, with opportunities to contribute to migrations and projects. You will operate within a customer-focused team that values technical development and responsibility.
Responsibilities
Serve as a key 3rd line escalation point for the support team
Own and resolve complex technical issues and major incidents
Troubleshoot and support Microsoft environments (M365, Entra ID, Intune, Exchange Online, Windows)
Provide technical guidance to L1/L2 engineers
Build relationships with customers and act as a senior technical contact
Participate in projects, migrations, and technical improvements
Identify opportunities for automation and improvements across customer environments
Key requirements
5+ years in an MSP or similar IT support environment with strong L2/L3 experience
Hands-on experience with Microsoft 365, Entra ID, Exchange Online and Intune
Knowledge of Windows, Active Directory, DNS, DHCP, VPNs, and firewalls
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