Senior Helpdesk Support L3

SUMMARY:

POSITION INFO:
A rapidly evolving, technology‑driven organisation is seeking a Senior IT Operations / Cloud Support Engineer to act as the highest escalation point for complex incidents and to drive automation and operational improvement initiatives.

Why should you work here? This role offers hands‑on ownership across Microsoft cloud services, identity, networking, and endpoint management. You will work in a fast‑paced environment where stability, security, and automation are critical, and where your technical decisions have immediate impact.

About The Opportunity:

• Senior escalation role across cloud, identity, endpoint, and network layers
• Strong focus on automation, efficiency, and process optimisation
• Exposure to modern security, Zero Trust, and hybrid infrastructure models
• High level of autonomy with clear trust in technical expertise

• Act as the senior escalation point for complex incidents across endpoint, identity, VPN/ZTNA, networking, and cloud‑connected services
• Lead automation initiatives to reduce repetitive tickets and manual effort using tools, such as Intune, PowerShell, Autopilot, and workflow automation
• Maintain and enhance secure access controls using Entra ID, Conditional Access, and Microsoft 365 security policies
• Support hybrid network design and advanced troubleshooting, including Azure hub‑and‑spoke and FortiGate VPN/ZTNA
• Manage escalated account and security incidents, such as suspected compromise, MFA anomalies, and mail quarantine escalations
• Provide clear technical direction during incidents and service disruptions
• Develop and improve runbooks, processes, and automation strategies to enable faster resolution by L1 and triage teams

• Education:
  
  • Relevant IT qualification or equivalent practical experience
• Experience:
  
  • Minimum 5+ years in IT operations / support roles
  • At least 2–3 years in a senior escalation or advanced support capacity
  • Experience working in fast‑paced, high‑growth, or enterprise environments
• Skills:
  
  • Strong experience with Azure and Entra ID, including hybrid identity, RBAC, and Conditional Access
  • Solid endpoint management experience with Intune and Autopilot (Windows and macOS)
  • Hands‑on troubleshooting experience with FortiGate VPN / ZTNA and core networking concepts (routing, DNS, Wi‑Fi, and VLANs)
  • Proficiency in PowerShell scripting or similar automation tools
  • Working knowledge of the Microsoft 365 E5 security stack (Defender for Endpoint, Purview, and compliance) is advantageous