XTN-9713660 | SENIOR SYSTEMS SUPPORT ENGINEER

The Senior Helpdesk / Systems Support Engineer (L3) serves as the highest level of escalation 
within End User Services and is responsible for resolving complex system-level issues, leading 
incident investigations, and improving platform stability across the organization’s SaaS and 
endpoint ecosystem. 
This role requires deep technical expertise, strong analytical skills, and the ability to work 
independently during high-impact incidents, including off-hours coverage. 

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

• Serve as the final escalation point for complex incidents escalated from L1 and L2.
• Lead advanced troubleshooting and root-cause analysis across Microsoft 365, identity 
  systems, endpoint platforms, and business-critical SaaS applications.
• Own and resolve high-impact incidents affecting end users, collaboration tools, access 
  management, and device compliance.
• Support and optimize Microsoft 365 administration, including Exchange, Teams, 
  SharePoint, OneDrive, and Outlook.
• Administer and troubleshoot Okta, including SSO, MFA, lifecycle management, and 
  access policy issues.
• Support and maintain collaboration platforms such as Slack and Zoom, including 
  integrations and authentication dependencies.
• Manage and troubleshoot user access and permissions across Microsoft 365, Okta, Jira, 
  Confluence, Slack, and Zoom.
• Provide advanced support for Windows and macOS endpoints through Intune and Kandji, 
  including compliance baselines, patching, policy enforcement, and application 
  deployment.
• Provide Linux support, including SSH troubleshooting, access validation, and basic 
  system-level diagnostics. 
• Troubleshoot advanced networking and connectivity issues, including VPN, DNS, IP 
  configuration, certificates, and authentication flows. 
• Participate in and help lead onboarding and offboarding processes, ensuring secure 
  account provisioning, deprovisioning, and device lifecycle management. 
• Create and maintain technical documentation, support runbooks, and knowledge base 
  content for recurring issues. 
• Identify incident trends and drive permanent corrective actions, process improvements, 
  and support standardization. 
• Mentor L1 and L2 technicians and provide technical guidance on escalated support 
  issues. 
• Partner cross-functionally with IT Operations, Security, and business application owners 
  to improve system reliability and user experience. 
• Support Jira administration tasks such as access management, project permissions, 
  workflow-related troubleshooting, and user support for Jira-integrated processes.

• 6+ years of IT support experience, including significant experience handling escalated or 
  senior-level support issues. 
• Strong expertise in Microsoft 365 administration, including Exchange, Teams, 
  SharePoint, OneDrive, and Outlook. 
• Deep experience with Active Directory and Okta, including SSO, MFA, user 
  provisioning, access troubleshooting, and policy enforcement. 
• Strong hands-on experience with endpoint management: 
• Windows device management via Intune 
• macOS device management via Kandji or similar MDM 
• Experience supporting collaboration platforms such as Slack, Zoom, and Teams in an 
  enterprise environment. 
• Working knowledge of Linux systems and SSH troubleshooting. 
• Strong understanding of networking fundamentals and troubleshooting, including VPN, 
  DNS, IP addressing, and certificate-related issues. 
• Experience supporting Jira and Confluence in an enterprise environment, including 
  permissions, user access, and application troubleshooting. 
• Strong incident management skills, including root-cause analysis, user communication, 
  and cross-functional coordination during outages or high-impact incidents. 
• Ability to work independently during weekend and off-hours support with limited 
  supervision. 
• Strong analytical, documentation, and communication skills. 
• Experience with scripting (PowerShell, Bash).

• Additional relevant knowledge or experience related to the above requirements will be considered an advantage.