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
Job Experience and Skills Required: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
Apply now!
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