Level 3 Engineer and Microsoft 365 Specialist

About the Role

We are seeking an experienced Level 3 Engineer and Microsoft 365 Specialist to design, build, and strengthen internal technology platforms while delivering high-quality technical support across a diverse small-business client environment.

This is a hands-on position suited to an experienced MSP professional who combines strong technical capability with a practical builder mindset. The initial focus will be on enhancing internal systems, configuring and improving RMM and PSA platforms, strengthening documentation and service-management standards, and uplifting Microsoft 365 security and endpoint-management environments.

You will also provide Level 1, Level 2, and Level 3 incident triage, incident management, and technical support while proactively identifying opportunities to improve security, scalability, automation, and service delivery.

Ideal Profile

Experience & Role Requirements

• Minimum five years of relevant experience across IT engineering, systems administration, or technical support.
• Demonstrated Level 3 capability within Microsoft 365 environments, including strong hands-on experience with Intune, Conditional Access, Windows Autopilot, and Microsoft Purview.
• Previous experience working within a managed services provider environment.
• Proven ability to design, implement, and support production systems rather than solely administer established environments.
• Strong incident triage and incident-management experience across Level 1, Level 2, and Level 3 issues.
• Experience configuring or improving RMM and PSA platforms and associated workflows.
• Working knowledge across networking, endpoint management, identity, security, backup, and SaaS administration.
• Ability to audit technology environments, identify control or configuration gaps, and deliver structured remediation.
• Strong written and verbal English communication skills with excellent technical documentation discipline.

Technical Skills

• Strong Microsoft 365 administration and security expertise.
• Hands-on capability with Microsoft Intune, Conditional Access, Windows Autopilot, and mobile device management.
• Experience with Microsoft Purview, data loss prevention, and information/document classification.
• Knowledge of RMM and remote-support platforms; NinjaOne experience is highly regarded, while TeamViewer familiarity is beneficial.
• Experience configuring PSA platforms and service-management workflows.
• Microsoft Azure capability, particularly virtual machine and terminal-server provisioning, is highly regarded.
• Experience with Microsoft 365 and SaaS backup solutions, including NinjaOne SaaS Backup, is advantageous.
• Familiarity with multi-tenant management solutions such as CIPP or Microsoft Lighthouse is advantageous.
• Experience supporting Ubiquiti UniFi networking and Lenovo and HP desktop environments.
• Sound understanding of SaaS concepts, cybersecurity controls, and secure administration practices.

Qualifications & Certifications

• Relevant Microsoft certifications covering Microsoft 365, endpoint management, security, or Azure, or equivalent demonstrable technical capability.
• ITIL certification is highly regarded, supported by practical knowledge of IT service management and change management.
• A tertiary qualification in Information Technology, Computer Science, Systems Engineering, or a related discipline is desirable.

Professional Attributes

• Methodical, structured, and highly attentive to detail.
• Proactive and self-directed, with the confidence to identify priorities and recommend improvements.
• Strong commitment to clear, accurate, and maintainable technical documentation.
• Practical builder mindset with ownership of solution quality, usability, and maintainability.
• Comfortable balancing platform-development initiatives with client support requirements in a growing MSP environment.
• Curious about AI, automation, and emerging technologies, with an ability to explore them responsibly.
• Reliable and trustworthy when managing privileged access to client environments.

Responsibilities

• Design, configure, and continuously improve internal IT systems, tools, and service-delivery capabilities.
• Build and administer remote monitoring and management environments, including supporting the transition toward NinjaOne and existing TeamViewer capabilities.
• Configure and enhance PSA platforms and associated operational workflows.
• Deliver Level 1, Level 2, and Level 3 technical support, including incident triage and incident management.
• Implement and administer Microsoft Intune, Conditional Access, Windows Autopilot, and mobile device management environments.
• Configure Microsoft Purview capabilities, including data loss prevention and information/document classification.
• Implement and maintain Microsoft 365 and SaaS backup solutions.
• Support secure administration across multiple Microsoft 365 tenants using appropriate tenant-management platforms.
• Assess and audit internal and client environments, identifying security, configuration, and control gaps and implementing structured improvements.
• Support Microsoft Azure and broader systems-engineering activities, including virtual machine and terminal-server provisioning.
• Configure and support Ubiquiti UniFi networking environments and Lenovo and HP desktop devices.
• Create and maintain comprehensive technical documentation, implementation records, standards, procedures, and change records.
• Apply structured IT service-management and change-management practices across technical work.
• Help strengthen client environments against relevant cybersecurity standards and controls, including SMB1001 Gold where applicable.
• Explore practical applications of AI and automation to improve internal processes, service delivery, and client outcomes.
• Proactively identify priorities, ask informed questions, and recommend improvements with limited day-to-day direction.