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Colombo, Western Province, Sri Lanka
Hybrid
We are seeking an experienced L3 - Systems Engineer to deliver advanced technical support and engineering services across customer environments and internal business divisions.
In this role, you will take ownership of third-level technical escalations, combining proactive and reactive engineering to maintain the availability, reliability, and performance of critical IT infrastructure.
You will play a key role in improving service delivery through automation, systemisation, and continuous improvement. By developing repeatable solutions and reducing manual processes, you will help minimise recurring technical issues and create opportunities for more proactive engineering.
You will also contribute to Managed Services customer deployments, infrastructure projects, and internal initiatives, ensuring reliable technology environments and high-quality service outcomes.
You will be working with an established Australian technology services provider specialising in managed IT services, cloud solutions, cybersecurity, communications, automation, data, and AI.
The organisation partners with businesses to design, implement, manage, and optimise their technology environments. With a strong focus on customer relationships and reliable technology solutions, it is committed to delivering services that support business performance and long-term success.
Experience and Technical Background
8+ years of experience delivering technical support within a systems integration or managed services environment.
At least 4 years of experience working in a Level 3 engineering capacity.
3+ years of experience delivering ICT projects.
Industry certifications across multiple vendor technologies, including Cisco, Microsoft, and VMware.
A sound understanding of ITIL frameworks and service management principles.
Technical Skills and Systems
Strong working knowledge of Cisco, Microsoft, and VMware technologies.
Experience installing, configuring, testing, and maintaining operating systems, applications, and system management tools.
Proficiency in infrastructure monitoring and management platforms.
Knowledge of security, backup, and redundancy solutions.
Ability to develop and maintain custom scripts to automate processes and improve system efficiency.
Experience using ITSM platforms to document engineering activities and service delivery work.
Desirable Experience
- Previous experience supporting pre-sales activities.
Communication and Professional Skills
Excellent written and verbal communication skills.
Strong time management, prioritisation, and effort-tracking capabilities.
Ability to mentor technical colleagues and collaborate effectively across service delivery teams.
A proactive approach to problem-solving, process improvement, and customer service.
Performance and Success Measures
Consistently deliver efficient Managed Services and high-quality engineering outcomes.
Maintain or exceed customer satisfaction and quarterly Net Promoter Score targets.
Support customer infrastructure availability targets of at least 99.5% uptime per calendar month.
Resolve incidents and service requests within agreed service-level targets.
Maintain and renew relevant industry certifications.
Identify opportunities to reduce repetitive tasks, minimise rework, and improve service delivery through automation and standardisation.
Deliver high-quality engineering tasks assigned by management, escalated through the Service Operations Centre (SOC), identified through monitoring tools, or raised through engineering feedback.
Resolve complex technical escalations from Level 1 and Level 2 SOC engineers.
Perform proactive and reactive Level 3 engineering activities across customer environments.
Provide additional technical support and engineering coverage within the SOC when required.
Deliver Managed Services projects in collaboration with the Project Management Office (PMO).
Monitor, analyse, and review infrastructure monitoring platforms to maintain system performance and reliability.
Manage and maintain customer systems and infrastructure.
Install, configure, test, and maintain operating systems, applications, and system management tools.
Implement and maintain security, backup, and redundancy strategies.
Develop and maintain custom scripts to improve operational efficiency and minimise manual intervention.
Identify and implement improvements to SOC processes, tools, hardware, and software.
Collaborate with vendors and other IT professionals to investigate and resolve technical issues.
Provide technical guidance and mentorship to colleagues across the Service Delivery teams.
Maintain accurate and timely documentation of all engineering activities within the organisation's ITSM platform.
Support occasional pre-sales activities and service delivery management initiatives.
💰 Get paid in Australian Dollars
🏥 Medical insurance from day one for you + spouse (or parents if unmarried)
🩺 Generous OPD coverage from doctor visits to all your medical needs
🏡 Home office setup allowance to build your ideal workspace
🌐 Internet allowance to keep you connected
💪 Gym & wellness allowance to stay fit and balanced
🎉 Work hard, play hard – regular team events & engagement activities
🧠 Diji Assist – Mental health & counseling support when you need it
📚 We invest in you – reimbursement for industry certifications
🗣️ Open-door culture – your ideas and feedback always matter
🌍 Flexible work – home or office, wherever you do your best work
🏆 Rewards & recognition that actually recognize you
🥳 Great christmas & financial year-end parties to unwind with your loved ones
