Help-desk Technician L3

The Environment Youll Be Stepping Into

Youll 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. Youll have the autonomy to improve systems, automate repetitive work, and set technical direction during incidents.

What Youll 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, 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

What Youll Need to Succeed

Your background

• 5+ years experience in IT Operations / IT Support environments
• At least 23 years operating in a senior escalation or advanced support role

Your technical skillset

• Strong Azure and Entra ID experience (hybrid identity, RBAC, 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, VLANs)
• PowerShell scripting skills (or similar) for automation and bulk operations
• Experience working with Microsoft 365, ideally the E5 stack (Defender, Purview, 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

The Kind of Person Who Thrives Here

• 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

Apply Now

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