Senior IT Support

Key Responsibilities

• Act as the senior escalation point for complex incidents across endpoint, identity, VPN/ZTNA, networking, and cloud-connected services
• Lead and implement automation initiatives to reduce repetitive tasks and improve operational efficiency
• Maintain and enhance secure access controls using Entra ID, Conditional Access, and M365 security policies
• Support hybrid network environments, including Azure hub-and-spoke architecture and secure connectivity solutions
• Manage escalated security incidents such as compromised accounts, MFA issues, and email security concerns
• Provide clear technical direction during critical incidents and service disruptions
• Contribute to process optimisation, documentation, and runbooks to enable faster resolutions by support teams

Background & Requirements

Education:

• Relevant IT qualification or certification (Degree, Diploma, or equivalent experience)

Experience:

• Minimum 5+ years in IT Operations / Support
• At least 2-3 years in a senior escalation or advanced support role
• Proven experience working in high‑pressure, fast‑paced environments

Skills:

• Strong expertise in Azure and Entra ID (hybrid identity, RBAC, Conditional Access)
• Solid knowledge of endpoint management using Intune and Autopilot (Windows and macOS)
• Hands‑on experience with FortiGate VPN/ZTNA and networking fundamentals (routing, DNS, VLANs, Wi‑Fi)
• Proficiency in PowerShell scripting or similar automation tools
• Working knowledge of Microsoft 365 E5 security stack (Defender, Purview, compliance tools) is advantageous

Other Requirements:

• Ability to manage multiple priorities and context switch across technical domains
• Strong troubleshooting and analytical skills
• Ability to work independently while collaborating with cross‑functional teams
• High attention to detail with a proactive, solution‑driven mindset

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