Provide expert-level 3rd line support for IT systems, including MS Entra, MS Intune, MS Azure, and Kandji.
Troubleshoot and resolve networking and firewall issues (wired and wireless).
Collaborate with the IT Director to evaluate, test, and deploy new IT tools and security enhancements.
Manage corporate IT infrastructure, including on-premises server racks, network distribution, and cloud-hosted environments.
Monitor and respond to Jira ticketing system requests, offering direct technical support and mentoring for 1st and 2nd line engineers.
Work closely with the IT Director & Head of IT Support to streamline processes, reduce service desk tickets, and enhance user satisfaction.
Create, maintain, and publish technical documentation and quick guides in Confluence.

Expertise in MS Azure, MS Intune, and MS Entra.
Strong understanding of information security principles.
Experience with MS 365 and Google Workspace.
Network management experience, including secure device configuration, DHCP, VLANs, network monitoring, and VPN tunnelling.
Firewall architecture, policy design, and device management.
Proven experience configuring and maintaining Wired & Wireless (WIFI) networking products, preferably Ubiquiti UniFi WiFi and wired networking products.
Experience with Centralised Endpoint Protection Platforms (ESET Protect, MS Defender with Sentinel Integration, Crowdstrike).
SIEM design and/or architecture experience, particularly MS Sentinel.
Ability to communicate complex technical concepts to both technical and non-technical staff.
Friendly, approachable, and customer-focused attitude.
Strong problem-solving skills with a proactive approach.
Excellent organisational and time management skills.
A collaborative team player who aligns with business goals and objectives.
Ability to perform under pressure and manage multiple priorities.
Innovative thinker who follows but also challenges established processes.

3rd Line Support Engineer

Key skills