Senior Helpdesk Support L3

SUMMARY:
The Senior Helpdesk L3 Engineer will be responsible for tickets and solving issues.

POSITION INFO:
Key Responsibilities:

• Serve as the senior escalation point for complex technical incidents across endpoints, identity and access management, VPN/ZTNA, network routing, and cloud-connected services.
• Lead automation initiatives to reduce repetitive service desk tickets and improve operational efficiency, leveraging tools, such as Intune, PowerShell, Autopilot, and workflow automation platforms.
• Manage and enhance secure access controls through Microsoft Entra ID, conditional access policies, and Microsoft 365 security configurations, to ensure strong identity and device protection.
• Support hybrid network environments, including design, troubleshooting, and optimisation of Azure hub-and-spoke architectures and FortiGate VPN/ZTNA connectivity.
• Resolve escalated security incidents, including suspected account compromise, MFA-related anomalies, and email quarantine or security escalations.
• Provide technical leadership during incidents and outages, responding effectively under pressure and guiding teams toward rapid resolution.
• Drive operational improvements by developing runbooks, improving support processes, and implementing automation strategies that enable faster resolution by L1 and triage teams.

• 5+ years' experience in IT operations / support with at least 2-3 years in a senior capacity
• Strong Azure and Entra ID skills, including hybrid identity, role-based access control, and conditional Access policies
• Solid knowledge of endpoint management with Intune and Autopilot for both Windows and macOS devices
• Hands-on troubleshooting experience with FortiGate VPN/ZTNA and general networking (routing, DNS, Wifi, and Vlans)
• Proficiency with PowerShell scripting or similar tools for automation and bulk actions
• Working knowledge of Microsoft 365 E5 Stack (Defender for Endpoint, Purview, and Compliance tools - advantageous)

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