Centralized Service Engineer – L2

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

📋 Description

• Oversee and fulfill assigned service requests based on scheduled priorities.

• Keep precise and timely records of time entries and service notes.

• Clearly document progress, next steps, and outcomes to facilitate seamless collaboration.

• Appropriately escalate issues in accordance with established protocols.

• Identify potential opportunities for hardware upgrades and technology enhancements.

• Monitor and confirm backup success across managed environments.

• Ensure timely completion of patching activities and resolution of issues.

• Maintain device security through effective vulnerability remediation and patch management.

• Support ongoing system health and ensure operational reliability.

• Respond to monitoring alerts and escalate incidents as necessary.

• Investigate and resolve infrastructure and system-related issues.

• Maintain and enhance monitoring configurations for effective coverage.

• Utilize tools such as Microsoft Intune to boost consistency and efficiency.

• Identify ways to automate repetitive tasks to minimize manual effort.

• Contribute ideas to improve service delivery and operational performance.

• Proactively communicate with customers throughout the service request lifecycle.

• Provide clear updates through phone, email, and collaboration channels.

• Educate customers on technology best practices and support processes.

• Deliver a professional, customer-centric support experience.

• Coordinate with vendors and external partners to achieve client outcomes.

• Effectively communicate progress and technical requirements.

• Promote adherence to established operational and change management processes.

• Build and maintain positive working relationships with external stakeholders.

• Participate in change management activities and approvals.

• Complete necessary change documentation and reviews.

• Support change implementation while minimizing risk and service disruption.

• Ensure all changes comply with established governance processes.

• Collaborate closely with technical leadership and team members.

• Provide regular updates on ticket progress and project activities.

• Share knowledge, ideas, and recommendations for continuous improvement.

• Contribute positively to team discussions and operational planning.

• Maintain accurate and up-to-date technical documentation.

• Create documentation for new systems, processes, and solutions.

• Develop user guides and knowledge base resources for repeatable tasks.

• Ensure consistent adherence to documentation standards.

⛳️ Requirements

• At least 5 years of experience in IT infrastructure, systems engineering, or managed services.

• Demonstrated experience in a Managed Service Provider (MSP) environment.

• Strong customer-facing skills with exceptional service delivery capabilities.

• Experience in supporting networking, infrastructure, and security technologies.

• Familiarity with structured operational and support processes.

• Advanced administration skills in Microsoft 365.

• Advanced administration skills in Microsoft Azure.

• Proficiency in PowerShell scripting and automation.

• Experience in endpoint management and device compliance administration.

• Knowledge of security operations and best practices.

• Understanding of networking fundamentals and troubleshooting expertise.

• Experience with Microsoft Intune or similar endpoint management platforms.

• Familiarity with Conditional Access policies.

• Experience in supporting secure remote working environments.

• Kaseya platform experience (Nice to Have).

• Datto RMM experience (Nice to Have).

• Datto Secure Edge experience (Nice to Have).

• Experience with remote monitoring and management (RMM) tools (Nice to Have).

• Microsoft certifications (Nice to Have).

• Azure certifications (Nice to Have).

• Networking certifications (Nice to Have).

• CISSP, CISM, or equivalent security certifications (Nice to Have).

• Experience in AI and automation (Nice to Have).

• Involvement in process improvement initiatives (Nice to Have).

• Expertise in documentation and knowledge management (Nice to Have).

• Strong verbal and written communication skills (Professional Attributes).

• Logical and methodical approach to troubleshooting (Professional Attributes).

• Ability to convey technical concepts in a clear, user-friendly manner (Professional Attributes).

• Strong organizational and prioritization skills (Professional Attributes).

• Collaborative team player with a proactive attitude (Professional Attributes).

• Adaptable and capable of managing competing priorities effectively (Professional Attributes).

• Commitment to continuous learning and professional development (Professional Attributes).

🏝️ Benefits

• 💰 Get paid in Australian Dollars.

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

• 🩺 Generous OPD coverage for doctor visits and all your medical needs.

• 🏡 Home office setup allowance to create your ideal workspace.

• 🌐 Internet allowance to keep you connected.

• 💪 Gym & wellness allowance to help you 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 are always valued.

• 🌍 Flexible work – home or office, wherever you perform best.

• 🏆 Rewards & recognition that truly acknowledge your contributions.

• 🥳 Great Christmas & financial year-end parties to relax with your loved ones.