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 Apply now! #J-18808-Ljbffr