We will reach out to you via the email address provided in your resume should you qualify for the next steps of your application.

Work Arrangement: Permanent WFH
Work Shift: Monday-Friday/Morning Shift

ABOUT THE ROLE:

The IT Systems Engineer is responsible for providing technical support and troubleshooting services to clients in a Managed Services Provider (MSP) environment. This role serves as a key point of contact for end-user support, Microsoft 365 administration, endpoint management, and general IT operations.

Working within a fast-paced MSP environment, the IT Systems Engineer will manage support requests, maintain service level agreements (SLAs), and collaborate with internal teams to deliver high-quality technical solutions that enhance client productivity and security.

RESPONSIBILITIES:

Technical Support & Service Delivery

• Provide exceptional support via phone, remote session and email.
• Troubleshoot and resolve issues across Microsoft 365, Windows, networking and modern workplace technologies.
• Support Exchange Online, SharePoint Online, Microsoft Teams, Entra ID and Intune environments.
• Perform root cause analysis and implement long term solutions.
• Maintain accurate ticket notes, documentation and knowledge base articles.
• Manage onboarding, offboarding and device lifecycle activities.
• Work collaboratively with senior engineers and specialists to deliver positive customer outcomes.

Cyber Security & Identity Management

• Support customers in improving their cyber security posture.
• Administer and troubleshoot Microsoft Defender, Multi Factor Authentication and Conditional Access.
• Support identity and access management activities within Microsoft Entra ID.
• Assist with security incident response, alert investigation and remed0iation activities.
• Support endpoint security and vulnerability remediation initiatives.
• Contribute to Secure Score improvements and Essential Eight uplift activities.

Customer Experience & Operational Excellence

• Keep customers informed throughout the lifecycle of requests and incidents.
• Work within agreed SLAs and prioritise tasks effectively in a fast paced MSP environment.
• Identify opportunities for automation, standardisation and continuous improvement.

REQUIREMENTS:

• Minimum 2 years’ experience within a Managed Service Provider (MSP) environment
• Strong proficiency administering Microsoft 365 environments including Exchange Online, Teams, SharePoint, Entra ID, Microsoft Defender and Copilot.
• Experience in Intune and endpoint management
• Desktop support expertise
• Understanding of networking and security technologies: Fortinet, Cisco Meraki and Ubiquiti experienced highly regarded.
• Confident troubleshooting across hardware, software, and networking layers
• Experience working with ticketing systems, SLAs, and multi‑client environments
• Experience working with RMM and PSA platforms, such as Datto, ConnectWise, NinjaOne or similar solutions.