Job Summary
 

We’re seeking an experienced and proactive Senior Customer Support Engineer to join our Managed Service Provider (MSP) team.

In this role, you’ll act as a senior escalation point for complex client issues, deliver expert-level support across Microsoft 365, Azure, and Windows Server environments, and help guide junior engineers through technical challenges.

You’ll work across a wide range of client infrastructures, lead small-scale projects, and help drive continual improvement in how we deliver managed services. This is an ideal role for someone who thrives in a fast-paced environment and enjoys both hands-on technical work and mentoring others.
 

Key Responsibilities

Client Support & Escalations

  • Serve as an escalation point for complex or high-priority client incidents and requests.
  • Troubleshoot and resolve advanced technical issues across Microsoft and hybrid environments.
  • Provide proactive support through monitoring, maintenance, and incident prevention.
  • Ensure client satisfaction by delivering timely, high-quality service and clear communication.
     

Microsoft 365 & Azure Administration

  • Administer and optimise Microsoft 365 environments, including Exchange Online, Teams, SharePoint, and OneDrive.
  • Manage Azure Active Directory / Entra ID, conditional access, and identity management.
  • Configure and support Microsoft Intune and Defender for Endpoint for device and security management.
  • Contribute to or lead projects such as 365 migrations, tenant consolidations, and cloud transitions.
     

Endpoint, Security & Device Management

  • Oversee Windows desktop and server environments, ensuring patching, backups, and antivirus are maintained.
  • Implement and manage endpoint policies, compliance rules, and security baselines via Intune.
  • Monitor systems and respond to potential security events in collaboration with the wider team.
     

Ticketing & Communication

  • Accurately log and document tickets in the service desk system.
  • Communicate clearly and regularly with clients about the progress and resolution of issues.
  • Follow standard operating procedures and contribute to internal knowledge base articles.
  • Good knowledge of ITIL processes.
     

Mentoring & Team Support

  • Provide guidance, mentoring, and technical support to junior team members.
  • Assist with onboarding new engineers and sharing best practices.
  • Act as a role model for professionalism, customer service, and continuous learning.
     

Required Qualifications

  • 3+ years of experience in IT support or service desk roles (MSP experience strongly preferred).
  • Advanced knowledge of Microsoft 365 administration and troubleshooting.
  • Advanced knowledge of Azure / Entra ID and Active Directory (on-prem and hybrid).
  • Advanced knowledge of Windows Server environments (2016/2019/2022).
  • Proficiency with Intune, Defender, and device compliance management.
  • Solid understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs, firewalls).
  • Strong troubleshooting and analytical skills with a focus on root cause resolution.
  • Excellent communication skills and a customer-first approach
     

Preferred Qualifications

  • Microsoft certifications such as MS-102, AZ-104, or MD-102.
  • Experience with PowerShell scripting or automation.
  • Familiarity with backup, RMM, and ticketing tools commonly used in MSP environments.
  • Knowledge of ITIL principles or service management best practices.
     

People Skills

  • Strong leadership and mentoring abilities.
  • Excellent written and verbal communication.
  • Calm and methodical approach under pressure.
  • Passion for problem-solving and continuous improvement.
  • Ability to balance hands-on support with strategic thinking.
     

Why Join Us?

  • Work with cutting-edge Microsoft technologies in a collaborative environment.
  • Structured training and funded Microsoft certification programs.
  • Opportunities to progress into cloud, infrastructure, or cybersecurity roles.
  • Supportive team culture focused on personal and professional development.
  • Competitive salary, benefits, and flexible working arrangements.
     

Package

We offer the following package to our team:

  • Private healthcare coverage
  • Gym membership
  • Monthly complimentary haircut
     

Application Process

Ready to join a forward-thinking MSP and grow your career in Microsoft technology?
Send your CV and a brief cover letter outlining your experience and enthusiasm to steve@systemlabs.io — we’d love to hear from you!