Billing and Administration Coordinator

This is a fully remote position, open to applicants in Sri Lanka.

📋 Description

• Deliver Level 2/3 technical assistance within customer environments.

• Identify and resolve intricate hardware, software, network, server, and cloud-related issues.

• Oversee escalated incidents until resolution or appropriate technical transfer.

• Perform root-cause analysis and apply effective, sustainable solutions.

• Communicate clear technical updates to customers and internal teams.

• Manage and support Microsoft 365, Windows Server, Active Directory, and endpoint environments.

• Assist with user accounts, permissions, email, shared resources, and Microsoft services.

• Aid in server maintenance, patching, upgrades, and infrastructure enhancements.

• Support virtual environments, backup systems, and disaster recovery strategies.

• Troubleshoot and maintain routers, switches, wireless connections, VPNs, and firewalls.

• Uphold network security and endpoint protection technologies.

• Monitor system health, security notifications, and infrastructure performance.

• Assist with security enhancements, access controls, and best practice implementations.

• Contribute to projects related to infrastructure, cloud, Microsoft 365, security, and technology advancements.

• Assist with migrations, upgrades, deployments, and implementation tasks.

• Collaborate directly with customers to comprehend technical requirements and deliver suitable solutions.

• Foster strong customer relationships through professional communication and reliable service.

• Keep technical documentation, tickets, procedures, and knowledge articles up to date.

• Identify recurring technical issues and propose improvements.

• Contribute to automation and process optimization efforts.

• Share technical expertise with colleagues and uphold internal standards and procedures.

⛳️ Requirements

• Minimum of 3 years of experience in an MSP, IT support, or technical services setting.

• Proficient Level 2/3 troubleshooting and escalation expertise.

• Experience with Microsoft 365, Windows Server, Active Directory, and endpoint environments.

• Strong networking knowledge, including TCP/IP, DNS, DHCP, VPNs, VLANs, switches, and firewalls.

• Familiarity with cloud platforms and virtualization technologies.

• Understanding of backup, monitoring, security, and remote management solutions.

• Experience with ConnectWise, Kaseya, or similar PSA/RMM platforms is a plus.

• Relevant Microsoft, Cisco, CompTIA, or other industry certifications are highly valued.

• Strong analytical and problem-solving skills.

• Excellent written and verbal communication abilities.

• Customer-centric approach with a commitment to delivering high-quality service.

• Ability to efficiently manage multiple priorities and technical challenges.

• Strong sense of ownership and accountability from initial diagnosis to resolution.

• Proactive in identifying recurring issues and improvement opportunities.

• Comfortable working independently while effectively collaborating with broader technical teams.

🏝️ Benefits

• Medical insurance from day one for you and your spouse (or parents if unmarried).

• Comprehensive OPD coverage for doctor visits and all medical needs.

• Home office setup allowance.

• Internet allowance.

• Gym and wellness allowance.

• Regular team events and engagement activities.

• Diji Assist mental health and counseling support.

• Reimbursement for industry certifications.

• An open-door culture where ideas and feedback are valued.

• Flexible working arrangements – at home or in the office.

• Rewards and recognition programs.

• Christmas and financial year-end celebrations.