Senior Technical Specialist / User Support L3

Work Type:

Position Summary

Senior Technical Specialist

not include system or network configuration

Key Responsibilities

Advanced User Support & Escalation Handling

Serve as Level 2.5 / advanced escalation point for complex incidents and service requests.

comprehensive pre-diagnostic checks

Gather detailed logs, error codes, and relevant data before escalating issues to L3 engineers.

Ensure escalations are well-documented, structured, and actionable.

End-User Troubleshooting

Provide hands-on support for desktops, laptops, mobile devices, business applications, and user access issues.

Troubleshoot network connectivity problems using non-administrative tools (ping, traceroute, DNS checks, reviewing logs).

Handle issues related to MFA, conditional access failures, and general security alerts.

Cloud & Systems Awareness

Review dashboards, alerts, and logs within Azure AD, Intune, and M365 (within permitted access level).

Validate device compliance, patch status, and health indicators without performing configuration changes.

Assist in identifying root cause indicators before passing to infrastructure or cloud teams.

Security & NGFW Awareness

Review endpoint and firewall-related logs to support initial incident investigation.

Understand NGFW concepts to interpret error patterns and rule-block indicators.

Promote user security hygiene and support triage for potential security issues.

Mentoring, Documentation & Process Improvement

Offer day-to-day guidance and knowledge sharing to junior User Support team members.

Develop and support knowledge base articles, troubleshooting steps, and user guides.

Identify recurring issues and propose improvements or automation opportunities.

Shift & Operational Responsibilities

Work in rotational shifts as part of a 24/7 or extended hours support model (as applicable).

Ensure smooth handovers between shifts with complete documentation.

Participate in on-call rotations if required.

Required Skills & Experience

8-10+ years in IT User Support / Service Desk roles, ideally in an enterprise environment.

Strong technical understanding of Windows OS, Microsoft 365, Azure AD, Intune, and common workplace technologies.

Solid grasp of networking fundamentals (DNS, DHCP, VLANs, routing basics).

Familiarity with NGFW concepts and log interpretation (Fortinet, Palo Alto, Sophos,
etc.).

Strong diagnostic and analytical thinking with the ability to solve issues within access limits.

Excellent customer service, communication, and documentation skills.

Ability to mentor and guide junior team members.

shift-based schedules

Preferred Qualifications

Certifications such as AZ-900, MD-102, ITIL Foundation, CCNA, or equivalent.

Experience using PowerShell for log collection or data gathering.

Exposure to ITSM tools (ServiceNow, ManageEngine, Jira Service Management, etc.).

What We Offer

A senior role within the User Support function with opportunities to grow.

Close collaboration with L3 engineers and exposure to modern cloud technologies.

Supportive team culture with a focus on learning and operational excellence.