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Colombo, Western Province, Sri Lanka
Onsite
We are seeking an experienced L2 Support Engineer to provide advanced technical support and deliver infrastructure and cloud solutions across diverse client environments. In this role, you will take ownership of escalated incidents, maintain reliable and secure IT systems, and contribute to infrastructure upgrades, cloud migrations, and technology improvement projects.
You will work across Windows endpoints, Windows Server, Microsoft 365, endpoint management, security, backup, and hybrid cloud environments. This position is ideal for a technically proficient, customer-focused professional who enjoys solving complex problems, working independently, and collaborating with technical teams to deliver high-quality service.
You will be working with an established managed IT services provider that delivers reliable, secure, and efficient technology solutions to a diverse client base. The organisation supports end users, endpoints, servers, Microsoft 365, cloud platforms, security, backup, and business applications across on-premises and hybrid environments.
The team values technical excellence, proactive problem-solving, clear communication, accountability, and continuous improvement, fostering a collaborative environment focused on dependable client outcomes.
Experience and Technical Expertise
At least 3 years of hands-on experience in Level 2 service desk support, systems administration, or managed IT services.
Strong troubleshooting experience across Windows endpoints, Windows Server, Microsoft 365, networking, cloud services, and third-party business applications.
Practical experience delivering infrastructure and cloud projects, including Microsoft 365 migrations, endpoint deployments, Intune implementations, or Azure Virtual Desktop solutions.
Solid understanding of IT security, identity and access management, patch management, backup, disaster recovery, and change management.
Experience managing incidents, service requests, and escalations in line with agreed service levels, with a strong focus on accurate documentation.
Core Technical Skills
Proficiency in Windows 10/11, Windows Server, Active Directory, Group Policy, DNS, DHCP, Remote Desktop Services, and PowerShell.
Hands-on experience administering Microsoft 365, including Exchange Online, Microsoft Teams, SharePoint Online, Microsoft Entra ID, Intune, licensing, security, and compliance.
Familiarity with PSA and ticketing platforms such as ConnectWise Manage, alongside RMM solutions such as NinjaOne and ConnectWise Automate.
Strong knowledge of endpoint management, patching, software deployment, system monitoring, and remote technical support.
Understanding of networking fundamentals, including TCP/IP, VLANs, firewalls, VPNs, and secure remote connectivity.
Experience with backup monitoring, restoration, and disaster recovery using Veeam or a comparable platform.
Preferred Technical Skills
Familiarity with tools such as ImmyBot, ThreatLocker, Huntress, ScreenConnect, IT Glue, CIPP, Augmentt, Exclaimer, 3CX, Apple Business Manager, FortiClient, Foxit Admin Console, and Trigger.
Exposure to Azure Virtual Desktop, Azure administration, Microsoft 365 tenant migrations, and multi-tenant managed services environments.
Experience supporting specialised line-of-business applications, particularly those used in legal or other professional services environments.
Relevant Microsoft, CompTIA, ITIL, networking, or security certifications are advantageous.
Communication and Professional Attributes
Strong verbal and written communication skills, with the ability to explain technical issues clearly to non-technical users.
Excellent analytical thinking, troubleshooting ability, and attention to detail.
A proactive, accountable approach to problem-solving, with sound judgement and effective prioritisation skills.
Ability to work independently in a remote environment while collaborating effectively with Level 1 and Level 3 engineers, vendors, and client stakeholders.
Commitment to accurate documentation, knowledge sharing, continuous learning, and process improvement.
A customer-focused mindset and dedication to delivering timely, professional, and dependable technical support.
Technical Support and Systems Administration
Deliver Level 2 technical support across on-premises and hybrid cloud environments, resolving incidents and service requests efficiently.
Administer and maintain Windows workstations, Windows Server infrastructure, and associated applications.
Troubleshoot networking, endpoint, server, Microsoft 365, cloud, and third-party application issues.
Manage incidents, service requests, and escalations through ConnectWise Manage or equivalent platforms, ensuring adherence to service-level agreements.
Provide remote technical assistance and handle support calls using tools such as 3CX and ScreenConnect.
Escalate complex infrastructure and vendor-specific issues to Level 3 engineers or external providers following thorough diagnostics and documentation.
Microsoft 365, Cloud and Endpoint Management
Administer Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint Online, Microsoft Entra ID, Intune, user provisioning, licensing, and identity management.
Monitor and maintain Microsoft 365 tenants, cloud services, security configurations, and compliance settings.
Deploy, configure, and manage Windows devices, applications, configuration profiles, compliance policies, and security baselines through Microsoft Intune.
Manage endpoints using NinjaOne RMM, ConnectWise Automate, and related tools, including proactive monitoring, patch management, automation, software deployment, and remediation.
Administer multiple Microsoft 365 tenants using CIPP and maintain SaaS management configurations through Augmentt.
Manage Apple device enrollment and lifecycle processes through Apple Business Manager.
Configure and deploy applications and endpoint configurations using ImmyBot.
Security, Backup and Business Continuity
Implement and maintain application control, endpoint protection, and security policies using ThreatLocker.
Investigate endpoint security threats and managed detection alerts through Huntress, performing initial remediation and escalating incidents where necessary.
Monitor, verify, test, and restore backups using Veeam Backup & Replication, supporting disaster recovery readiness.
Manage operating system and application patching to maintain system security and compliance.
Install, configure, and troubleshoot FortiClient SSL VPN connections, user authentication, and secure remote access.
Monitor service dashboards to identify infrastructure health issues, endpoint failures, backup failures, security alerts, patch compliance gaps, and performance concerns.
Ensure compliance with IT security policies, change management procedures, and service delivery standards.
Applications and Infrastructure Services
Configure, maintain, and troubleshoot Microsoft RemoteApps and Remote Desktop Services environments.
Administer Adobe and Foxit PDF licensing, user provisioning, software deployment, updates, and troubleshooting.
Maintain email signatures, branding, and marketing templates using Exclaimer.
Support and troubleshoot third-party business applications, including Lexful and other client-specific software.
Execute automation, scripting, and scheduled operational tasks using Trigger, ConnectWise Automate, and other management platforms.
Projects, Documentation and Continuous Improvement
Participate in client onboarding, Microsoft 365 migrations, infrastructure upgrades, system deployments, and technology improvement initiatives.
Maintain accurate technical documentation, client environment records, procedures, and knowledge articles within IT Glue.
Develop and update standard operating procedures, internal knowledge base articles, and technical documentation.
Ensure incidents and service requests are acknowledged, progressed, and resolved in accordance with agreed service levels and quality standards.
Contribute to automation, knowledge sharing, and process improvements that enhance service quality and team capability.
Deliver projects in line with agreed scope, technical standards, documentation, and handover requirements while maintaining a high standard of customer service.
π° Get paid in Australian Dollars
π₯ Medical insurance from day one for you + spouse (or parents if unmarried)
π©Ί Generous OPD coverage from doctor visits to all your medical needs
π‘ Home office setup allowance to build your ideal workspace
π Internet allowance to keep you connected
πͺ Gym & wellness allowance to stay fit and balanced
π Work hard, play hard β regular team events & engagement activities
π§ Diji Assist β Mental health & counseling support when you need it
π We invest in you β reimbursement for industry certifications
π£οΈ Open-door culture β your ideas and feedback always matter
π Flexible work β home or office, wherever you do your best work
π Rewards & recognition that actually recognize you
π₯³ Great christmas & financial year-end parties to unwind with your loved ones