About the role
INNITI is looking for a Level 3 Helpdesk Engineer to join our support team, with a strong focus on project delivery alongside day-to-day escalations. You'll be the go-to for complex technical issues our L1/L2 team can't resolve, while also running project work — Azure cloud infrastructure builds, Office 365 migrations, and network/security deployments for our SME and commercial clients.
You'll be responsible for:
- Handling escalated L3 support tickets across Windows Server, networking, and cloud environments
- Leading and delivering Azure infrastructure projects (VMs, networking, AD/Entra, backup)
- Planning and executing Office 365 / Exchange migrations for client environments
- Designing and implementing client network upgrades (switching, firewalls, Wi-Fi)
- Documenting solutions, project plans, and technical runbooks
- Mentoring L1/L2 engineers on technical issues
- Liaising directly with clients to scope, cost, and deliver project work
- Contributing to backup/DR design and cybersecurity hardening for client environments
What you'll bring:
- 5+ years' experience in an MSP or similar multi-client IT environment
- Strong hands-on experience with Microsoft 365 admin (Exchange Online, SharePoint, Teams, Intune)
- Proven experience with Azure (VMs, networking, Entra ID, backup)
- Experience running end-to-end O365 tenant migrations
- Solid understanding of networking (VLANs, routing, firewalls — Ubiquiti/Fortinet/Cisco a plus)
- Ability to work independently on projects while managing ongoing support load
- Strong client-facing communication, verbal and written
- Relevant certifications (AZ-104, MS-102, or similar) highly regarded
Job Type: Full-time, Permanent
Schedule: Monday to Friday
Work Location: In person
