Helpdesk Support

About the Role

You will operate as a senior escalation point, working across infrastructure, identity, networking and cloud platforms while driving continuous improvement through automation and process optimisation.

Key Responsibilities

• Acting as a senior escalation point for complex technical incidents across endpoints, identity, VPN/ZTNA, networks, and cloud services
• Driving automation initiatives using tools such as PowerShell, Intune, and Autopilot to improve efficiency and reduce ticket volume
• Managing secure access and identity controls through Entra ID, Conditional Access, and Microsoft 365 security policies
• Supporting and troubleshooting hybrid network environments, including Azure architectures and VPN connectivity
• Handling escalated security-related incidents such as account compromises, MFA issues, and email security escalations
• Responding effectively during high-pressure incidents, providing clear technical direction and resolution
• Contributing to process improvement, documentation, and runbooks to enhance L1 support effectiveness

Qualifications

• 5+ years’ experience in IT support/operations, including senior escalation exposure
• Strong Azure and Entra ID knowledge (hybrid identity, RBAC, Conditional Access)
• Solid experience with Intune and Autopilot for endpoint management
• Networking troubleshooting experience (VPN, routing, DNS, VLANs, Wi-Fi)
• Experience with FortiGate or similar VPN/ZTNA technologies
• PowerShell scripting or automation experience
• Ability to operate in a fast-paced environment and manage multiple priorities