IT Helpdesk Engineer
Posted 10 Aug 2026
Advertised as “3rd Level IT Helpdesk Engineer - Office Based”
BranchFactor Summary
The original posting with the fluff stripped out
- Level
- 3rd Level
- Expected experience
- 2+ yrs
- Management level
- Individual contributor
- Employment
- On-Site
- Contract
- Full-time
No salary listed for this role.
This is a customer-focused position within a fast-paced Managed Service Provider (MSP) environment. The successful candidate will be responsible for delivering high-quality Level 3 technical support while assisting the project team with onboarding, migrations, upgrades, and infrastructure improvement activities for both new and existing clients.
The role requires a strong commitment to customer satisfaction, technical excellence, and ownership of outcomes, with the ability to work effectively in a dynamic and service-driven environment.
Key Responsibilities
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Deliver Level 3 technical support for customer issues escalated from the Service Desk, ensuring timely and effective resolution
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Proactively monitor and manage support ticket queues to meet SLA targets.
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Maintain clear and professional communication with customers throughout the support lifecycle.
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Support the 1st and 2nd Line team during high-volume periods, including assisting with customer calls and escalations.
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Assist with implementation and project tasks across software, hardware, cloud, and infrastructure services.
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Participate in customer onboarding, migrations, upgrades, and system deployments both remotely and occasionally on-site.
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Administer and support Microsoft 365 environments, including user management, licensing, and security configurations.
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Manage and maintain Microsoft Entra ID, including user access, authentication methods, and identity management.
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Configure and support Conditional Access Policies and Microsoft 365 security features to improve customer security posture.
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Assist with endpoint security, compliance policies, and best-practice security implementations.
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Accurately document work completed and maintain up-to-date technical documentation and configuration records.
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Identify recurring issues and contribute to continuous service improvement initiatives, knowledge base updates, and root-cause prevention.
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Collaborate effectively with internal teams to deliver high standards of customer service and technical support.
Requirements
Key Skills & Experience Required
- Minimum of 2 years of experience working within an MSP environment is essential.
- Strong background in customer-focused technical support roles.