Technical Projects & Support Engineer CRM & IT

Job Title: Technical Projects & Support Engineer (CRM & IT) Location: Central London Salary: Up to £60,000 DOE

We are a rapidly growing Managed Service Provider (MSP) delivering secure, scalable, and transformative IT solutions across the UK. Our expertise spans cloud, cybersecurity, automation, and VoIP-helping clients reimagine how technology supports their business growth.

We're seeking a Technical Projects & Support Engineer to take ownership of internal CRM transformation projects (Salesforce or Microsoft Dynamics 365) while also providing senior-level IT support within our MSP environment (2nd/3rd Line). This role is ideal for someone with strong technical skills who can balance hands-on engineering with strategic project delivery.

The Role

You will lead the optimisation, integration, and ongoing improvement of our internal CRM systems, ensuring they work seamlessly with other operational platforms. Alongside CRM projects, you'll serve as a senior escalation point for technical support, delivering Level 2/3 assistance across infrastructure, networking, security, cloud, and voice services.

Key Responsibilities CRM Systems Ownership & Development

• Lead the full implementation, rebuild, or optimisation of Salesforce or Microsoft Dynamics 365.
• Design and deploy automation for workflows including sales, onboarding, ticketing, quoting, billing, and renewals.
• Integrate CRM systems with tools such as Autotask, 3CX, and licensing/billing platforms.
• Manage vendor relationships, ensuring delivery is on time, on budget, and aligned with requirements.

Project Delivery & Systems Improvement

• Own system improvement projects from requirements gathering to deployment.
• Work closely with leadership and operational teams to streamline processes and improve efficiency.
• Oversee external consultants where necessary, ensuring quality and measurable outcomes.

Technical Support (L2/L3)

• Act as a senior escalation point for complex issues across Windows Server, Azure, O365, VMware/Hyper-V, SonicWall, and 3CX.
• Provide advanced troubleshooting and configuration for infrastructure, networking, cloud, and voice services.
• Contribute to process automation and maintain clear, accurate technical documentation.

What You'll Bring

• 5+ years' experience in an MSP or IT services environment.
• Proven track record of leading CRM system projects (Salesforce or Microsoft Dynamics 365).
• Strong technical skills with the ability to build, configure, and support systems directly.
• Experience integrating CRM with PSA tools, VoIP platforms, and billing/licensing systems.
• Proficiency with SQL queries and reporting.
• Excellent communication, project ownership, and vendor management skills.
• PowerShell or automation scripting skills (desirable).
• Knowledge of ITIL processes and improving internal service workflows (advantageous).

What's on Offer

• Up to £60,000 DOE
• Opportunity to lead impactful CRM and infrastructure projects from start to finish
• Paid training and certification support
• A supportive, collaborative environment that values innovation and initiative

If you're looking for a role where you can combine high-level technical support with strategic project delivery, this is your opportunity to make a measurable impact.

Apply today to be considered for this exciting role.