Position Overview
We are looking for a highly skilled Level 3 IT Support Technician with extensive experience in Microsoft Intune, Microsoft 365, Microsoft Entra, and device provisioning. This role combines providing advanced support to end-users, managing IT infrastructure, and participating in the maintenance of critical business systems.
Key Responsibilities
Help Desk Support (Primary)
* Respond to and resolve help desk tickets in JIRA, providing timely and effective solutions.
* Offer on-site support for hardware, software, and network issues.
* Troubleshoot and support meeting room technology, including A/V equipment, conferencing tools, and connectivity issues.
* Onboard and offboard users, ensuring a seamless transition with asset management and system access.
* Maintain an asset register, ensuring all IT hardware is accurately tracked and updated.
* Ensure clear, consistent communication with end-users, maintaining a high level of customer satisfaction.
Infrastructure & Systems Administration (Secondary)
* Maintain and manage servers, networks, firewalls, and cloud systems such as Microsoft 365 and SharePoint.
* Oversee user accounts, permissions, and security settings across various platforms, ensuring compliance with internal and client requirements.
* Assist in IT projects such as upgrades, migrations, backups, and system replication.
* Ensure systems meet the client-side MSAs from both a network infrastructure and security perspective.
* Leverage Microsoft Intune to manage device compliance, security policies, and application deployment for enterprise devices.
Device Provisioning & Management
* Oversee the end-to-end process of device provisioning, from setup and OS installation to hardware configuration and software deployment via Microsoft Intune.
* Ensure all devices are compliant with security and performance standards, integrating seamlessly with Microsoft Entra for user authentication and identity management.
Monitoring & Documentation
* Track help desk ticket trends, identify recurring issues, and suggest proactive improvements to reduce future incidents.
* Manage patching and vulnerability scanning, using tools for Data Leak Prevention and compliance tracking.
* Maintain detailed, up-to-date documentation of IT systems, processes, and resolutions.
* Assist in monitoring and ensuring the health of devices and systems managed via Microsoft Intune.
Project Involvement
* Contribute to the planning and execution of IT projects, including software migrations, hardware upgrades, and system improvements.
* Manage the configuration and maintenance of Microsoft 365 environments, including Exchange Online, Teams, and SharePoint.
Required Skills & Experience
* Proven experience as a Level 3 IT Support Technician or in a similar technical support role.
* Strong troubleshooting and problem-solving skills across multiple IT domains.
* Familiarity with Windows desktop and server environments.
* Hands-on experience with Microsoft Intune for device management, configuration, and deployment.
* Fortigate experience and networking fundamentals.
* Strong understanding of Microsoft 365 services, administration, and troubleshooting.
* Experience with Microsoft Entra for identity and access management.
* Practical experience in device provisioning and hardware configuration.
* Familiarity with Google Cloud, Azure, and cloud-based services.
* Strong experience in supporting and administering common business software like Microsoft 365, SharePoint, and cloud applications.
* Excellent communication and customer service skills, with the ability to engage with end-users and technical teams alike.
* Experience with patching, vulnerability scanning, and Data Leak Prevention tools.
Soft Skills
* Proactive attitude with the ability to anticipate issues and implement solutions.
* Excellent time management and organizational skills, with the ability to prioritize tasks.
* Strong attention to detail and commitment to delivering high-quality work.
* Ability to work both independently and collaboratively in a team environment.
Additional Information
If you love leading a team and sharing knowledge this is the role for you
Please note that as part of the recruitment process you will be required to complete a criminal background check.
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