Senior Helpdesk / IT Operations Engineer

Senior IT Support pro? Lead escalations, automation, and infrastructure in a fast‑paced environment. Join a dynamic IT operations environment where you will act as a senior escalation point, ensuring reliability, security, and efficiency across systems and services. You will play a key role in improving infrastructure, streamlining processes through automation, and supporting critical business systems. This role offers the opportunity to work across cutting‑edge technologies, including cloud platforms, identity management, and network security. You will collaborate with technical teams while also taking ownership of complex incidents and system optimisation, directly impacting service delivery and operational performance.

Key Responsibilities

• Act as the senior escalation point for complex technical incidents across systems, networks, and cloud services
• Drive automation initiatives using tools such as PowerShell, Intune, and workflow automation platforms
• Manage and enhance identity and access control using Entra ID, Conditional Access, and M365 security policies
• Troubleshoot and support hybrid network environments, including VPN and cloud connectivity
• Handle escalated security cases such as compromised accounts and authentication issues
• Improve processes, documentation, and runbooks to enhance service efficiency
• Support incident response during outages and provide clear technical direction
• Collaborate with teams to optimise infrastructure and improve system reliability

Education

• Relevant qualification in IT, Computer Science, or related field

Experience

• Minimum 5+ years in IT Operations or Support
• 2‑3 years experience in a senior or escalation role
• Experience working in fast‑paced environments

Technical Skills

• Strong expertise in Azure and Entra ID (hybrid identity, RBAC, Conditional Access)
• Endpoint management using Intune and Autopilot
• Networking knowledge (routing, DNS, VPN, Wi‑Fi, VLANs)
• Experience with Microsoft 365 environments and security tools
• Proficiency in PowerShell scripting or automation tools

Advantageous

• Experience with VPN/ZTNA solutions and cloud network architectures
• Exposure to M365 E5 security stack (Defender, Purview, compliance tools)

Additional Requirements

• Strong problem‑solving and analytical skills
• Ability to work under pressure and manage critical incidents
• Excellent communication and collaboration abilities
• Self‑driven with a focus on continuous improvement and service excellence

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