Engineer L3

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

📋 Description

• Act as a senior technical expert across various client environments

• Take ownership of and resolve Priority 1, Priority 2, and other intricate escalated technical challenges

• Provide advanced troubleshooting services

• Offer technical coaching and constructive feedback to Level 1 and Level 2 technicians

• Disseminate specialist product and technical expertise throughout the broader team

• Remain updated on Microsoft Cloud technologies, industry trends, and technical best practices

• Encourage compliance with established best practices and applicable industry standards

• Collaborate with technical leadership to prioritize workloads and uphold SLA performance

• Contribute to internal knowledge bases, technical documentation, and ongoing process enhancements

• Identify potentially billable or out-of-scope tasks and escalate or flag them as necessary

• Assist in project delivery when additional senior technical expertise is required

• Maintain high standards in ticket management, clear documentation, and prompt communication

• Meet SLA targets for escalated tickets and participate in team coaching, collaboration, and knowledge sharing

⛳️ Requirements

• Over 5 years of experience in a Managed Services Provider (MSP) or IT services environment supporting multiple clients

• Extensive experience in administering and deploying Microsoft 365, Azure, Azure AD, and private cloud solutions

• Demonstrated experience in delivering or supporting cloud solutions, including new implementations, migrations, transitional environments, and hybrid integrations

• Strong understanding of Windows and broader Microsoft technologies

• Significant hands-on experience with Microsoft Azure administration and deployment

• In-depth knowledge of the Microsoft 365 suite

• Familiarity with ConnectWise RMM

• Experience with ConnectWise Manage or similar PSA platforms

• Relevant Microsoft certifications and a proven technical competency are highly valued

• Experience with virtualized environments such as VMware is highly regarded

• Knowledge of Fortinet firewalls, Aruba switching, and Ubiquiti UniFi is highly regarded

• Familiarity with Hudu or IT Glue is highly regarded

• Strong written and verbal communication skills

• Exceptional attention to detail

• Advanced troubleshooting and problem-solving skills

• Ability to quickly learn new technologies

• Excellent organizational skills with the capacity to manage competing priorities

• Ability to work independently while effectively collaborating as part of a technical team

🏝️ Benefits

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

• Generous OPD coverage for doctor visits and all medical needs

• Home office setup allowance

• Internet allowance

• Gym & wellness allowance

• Regular team events and engagement activities

• Diji Assist mental health and counseling support

• Reimbursement for industry certifications

• Open-door culture where ideas and feedback are valued

• Flexible work options — home or office

• Rewards and recognition programs

• Christmas and financial year-end celebrations

• Paid in Australian Dollars