{"id":753538,"url":"https://alion.io/job/growthresourcing-3rd-level-it-helpdesk-engineer-office-based","title":"3rd Level IT Helpdesk Engineer - Office Based","company":{"id":673474,"name":"Growth Resourcing","domain":"growthresourcing.co.uk","url":"https://alion.io/company/growthresourcing","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Umhlanga, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false},{"name":"Azure","optional":true}],"status":"live","first_seen_at":"2026-08-10T00:00:00Z","employer_posted_date":"2026-08-10","last_verified_at":"2026-10-30T00:59:14Z","board_verified":true,"closed_at":null,"days_open":81,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":81},"description":"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.\nThe 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.\nKey Responsibilities\nDeliver Level 3 technical support for customer issues escalated from the Service Desk, ensuring timely and effective resolution\nProactively monitor and manage support ticket queues to meet SLA targets.\nMaintain clear and professional communication with customers throughout the support lifecycle.\nSupport the 1st and 2nd Line team during high-volume periods, including assisting with customer calls and escalations.\nAssist with implementation and project tasks across software, hardware, cloud, and infrastructure services.\nParticipate in customer onboarding, migrations, upgrades, and system deployments both remotely and occasionally on-site.\nAdminister and support Microsoft 365 environments, including user management, licensing, and security configurations.\nManage and maintain Microsoft Entra ID, including user access, authentication methods, and identity management.\nConfigure and support Conditional Access Policies and Microsoft 365 security features to improve customer security posture.\nAssist with endpoint security, compliance policies, and best-practice security implementations.\nAccurately document work completed and maintain up-to-date technical documentation and configuration records.\nIdentify recurring issues and contribute to continuous service improvement initiatives, knowledge base updates, and root-cause prevention.\nCollaborate effectively with internal teams to deliver high standards of customer service and technical support.\nRequirements\nKey Skills & Experience Required\nMinimum of 2 years of experience working within an MSP environment is essential.\nStrong background in customer-focused technical support roles.\nExcellent troubleshooting and problem-solving skills.\nAbility to prioritise and manage multiple tasks effectively in a fast-paced environment.\nStrong communication and interpersonal skills with the ability to work with users at all levels.\nProactive approach with strong attention to detail and commitment to delivering on promises.\nExperience working to SLAs and maintaining high service standards.\nWell-organised with strong time management skills.\nTechnical Skills / Qualifications\nMinimum Skills Required\nMicrosoft Windows Server administration\nMicrosoft Windows 10/11 Desktop Operating Systems\nActive Directory user and group management\nMicrosoft 365 administration\nMicrosoft Entra ID administration\nConditional Access Policy configuration and support\nMicrosoft 365 security and compliance fundamentals\nNetwork fundamentals including DNS and DHCP\nBasic understanding of VLANs and networking concepts\nDesirable Skills\nMS-102: Microsoft 365 Administrator certification\nMicrosoft Azure administration\nExperience with Intune / Endpoint Management\nExperience with Autotask or similar PSA and remote monitoring tools\nBackup and disaster recovery platforms such as Veeam or Datto\nExperience supporting cybersecurity best practices within customer environments\nBenefits\nWhy Join Growth Resourcing?\n Competitive salary with strong growth potential\n Be part of a scaling business backed by UK sales leaders\n Work in a high-performance, supportive environment\n Real career progression opportunities-we grow people, not just teams\n Learn fast, move fast, and make an impact from day 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