Senior Helpdesk Support

SUMMARY:
Are you a technically curious IT Operations expert who thrives under pressure and enjoys solving complex infrastructure challenges? Step into a senior role where your skills in automation, identity, endpoint, and hybrid networking will drive secure, scalable solutions across a fast-paced environment.

POSITION INFO:
A forward-thinking technology environment is seeking a Senior IT Operations Engineer to act as the final escalation point for complex incidents and lead automation initiatives that streamline support processes. This role offers the opportunity to work across identity, endpoint, VPN/ZTNA, and cloud-connected services, while contributing to secure access control and hybrid network design.
You’ll be part of a high-performance team that values ownership, innovation, and continuous improvement. If you’re outcome-driven and thrive in dynamic environments, this is the perfect opportunity to elevate your career.

Key Responsibilities:

• Act as the senior escalation point for complex incidents across endpoint, identity, VPN/ZTNA, network routing, and cloud-connected services
• Lead and deliver automation initiatives using tools like Intune, PowerShell, and Autopilot
• Maintain and improve secure access control via Entra ID, Conditional Access, and M365 security policies
• Support hybrid network design and troubleshooting, including Azure hub-and-spoke architecture and FortiGate VPN/ZTNA
• Handle escalated account security cases such as suspected compromise, MFA anomalies, and mail quarantine issues
• Respond effectively under pressure during incidents and service disruptions
• Contribute to process optimisation, runbooks, and automation strategies to support the L1/triage team

• Minimum: National Senior Certificate
• Preferred: Diploma or Degree in IT or related field

• 5+ years in IT Operations / Support
• 2–3 years in a senior escalation capacity

• Azure and Entra ID (hybrid identity, RBAC, Conditional Access)
• Endpoint management with Intune and Autopilot (Windows/macOS)
• FortiGate VPN/ZTNA and general networking (routing, DNS, VLANs, Wi-Fi)
• PowerShell scripting or similar automation tools
• Microsoft 365 E5 stack (Defender for Endpoint, Purview, compliance tools – advantageous)
• Strong troubleshooting and incident response capabilities
• Experience in fast-paced, high-growth environments

• Technically curious and driven to improve systems and processes
• Calm, decisive, and effective under pressure
• Outcome-driven with a focus on results and service quality
• Collaborates well with peers and management, but operates independently when needed

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• Mobile Developers
• Business & Systems Analysts
• BI & SQL Experts
• UI / UX Professionals
• Data Scientists / Data Analysts
• Big Data Professionals
• Cloud Experts
• Infrastructure Specialists
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