Help-desk Technician L3

SUMMARY:
If you’re the person who teams call when things are broken, users are blocked, and pressure is high, this role was built for you. This is a senior technical position for someone who thrives in complex environments, enjoys automation, and wants to fix root causes — not just close tickets.

POSITION INFO:
The Environment You’ll Be Stepping Into:
You’ll be joining a fast-paced, cloud-first environment where reliability, security, and scale matter. The business operates across modern Microsoft, Azure, and networked platforms, supporting users and systems that cannot afford downtime.

This role sits at the senior escalation layer, working closely with security, infrastructure, and operations teams. You’ll have the autonomy to improve systems, automate repetitive work, and set technical direction during incidents.

What You’ll Own Day-to-Day:

• Act as the senior escalation point for complex incidents across endpoints, identity, VPN/ZTNA, networking, and cloud-connected services
• Lead and deliver automation initiatives to reduce repetitive tickets and manual effort (Intune, PowerShell, Autopilot, and workflow automation)
• Maintain and enhance secure access control using Entra ID, Conditional Access, and Microsoft 365 security policies
• Support and troubleshoot hybrid network environments, including Azure hub-and-spoke designs and FortiGate VPN/ZTNA
• Handle escalated security-related incidents, such as account compromise, MFA anomalies, and mail quarantine issues
• Provide calm, clear technical leadership during incidents and service disruptions
• Build and improve runbooks, processes, and automation strategies to upskill L1 and triage teams

• Your Background:
  • 5+ years’ experience in IT operations / IT support environments
  • At least 2–3 years operating in a senior escalation or advanced support role
• Your Technical Skill Set:
  • Strong Azure and Entra ID experience (hybrid identity, RBAC, and conditional access)
  • Solid endpoint management experience using Intune and Autopilot (Windows & macOS)
  • Hands-on troubleshooting with FortiGate VPN/ZTNA and core networking concepts (routing, DNS, Wi-Fi, and VLANs)
  • PowerShell scripting skills (or similar) for automation and bulk operations
  • Experience working with Microsoft 365, ideally the E5 stack (Defender, Purview, and compliance tools – advantageous)
• Non-Negotiables:
  • Ability to context-switch across multiple technical domains
  • Proven ability to perform under pressure during high-impact incidents
  • Comfortable working in high-growth, low-handholding environments

• Technically curious and constantly looking for better ways to do things
• Calm, decisive, and structured when incidents hit
• Outcome-focused, with a strong sense of service quality
• Comfortable collaborating across teams but confident working independently