Senior Customer Support Engineer

SystemLabs; Saint Helier; On-site; GBP 50,000 - 75,000; Full time

Benefits offered by this job

Private healthcare coverage

Gym membership

Monthly complimentary haircut

Job summary

SystemLabs in Jersey is seeking a Senior Customer Support Engineer to join our MSP team. You will be the senior escalation point for complex client issues and provide expert-level support across Microsoft 365, Azure, and Windows Server environments.

You will mentor junior engineers, lead small projects, and drive continual service improvements in a fast-paced setting, balancing hands-on technical work with customer-focused communication.

Qualifications

• 3+ years in IT support or MSP environments.
• 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.

Responsibilities

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

Skills

Excellent communication

Strong troubleshooting

Mentoring

Leadership

Tools

Microsoft 365

Azure

Intune

Defender

Entra ID

Active Directory

PowerShell

Job description

• Excellent written and verbal communication.

We’re looking for a motivated Senior Customer Support Engineer to join our IT Support team.

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

Location St Helier, Jersey

Type Full-time

Workplace On-site

Package Competitive + benefits

Reports to IT Operations Lead