IT Support Engineer

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

📋 Description

• Deliver advanced Level 3 technical support across a diverse range of client environments.

• Diagnose and resolve intricate issues related to Microsoft 365, Windows, infrastructure, networking, and security.

• Oversee service desk tickets while upholding exemplary standards of documentation and ticket management.

• Provide Level 1, Level 2, and Level 3 support as necessary.

• Aid in project delivery, system implementations, client onboarding, and migration efforts.

• Create, uphold, and enhance technical documentation, knowledge bases, and standard operating procedures.

• Recognize opportunities to enhance services through automation and operational efficiencies.

• Assist in the development and optimization of internal systems and business processes.

• Serve as a trusted technical advisor and escalation point, collaborating closely with business leadership.

• Foster strong customer relationships through proactive communication and strategic technology recommendations.

• Maintain consistent communication with customers throughout the support lifecycle.

• Share ideas that promote business growth, scalability, and continuous improvement.

• Keep abreast of emerging technologies and industry best practices.

⛳️ Requirements

• At least 5 years of experience in an MSP or IT Service Provider setting.

• Proven experience in Level 3 technical support across various technologies.

• Strong proficiency in troubleshooting complex Microsoft environments.

• Demonstrated capability to work independently and take ownership of technical results.

• Experience in creating and maintaining technical documentation and standard operating procedures.

• Ability to identify business improvement opportunities and contribute strategically.

• Strong analytical and problem-solving abilities.

• Experience managing technical escalations and interacting directly with customers.

• Confident in collaborating with leadership and constructively challenging ideas when necessary.

• Excellent verbal and written communication skills.

• High level of professionalism, accountability, and integrity.

• Strong organizational and time management skills.

• Ability to thrive in a rapidly growing and evolving business environment.

• Customer-focused mindset with a commitment to service excellence.

• Proactive, solutions-oriented attitude.

• Passion for continuous improvement beyond daily support tasks.

• Strong focus on documentation and process optimization.

🏝️ Benefits

• 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 maintain fitness and balance.

• Work hard, play hard – regular team events & engagement activities.

• Diji Assist – Mental health & counseling support when needed.

• We invest in you – reimbursement for industry certifications.

• Open-door culture – your ideas and feedback are always valued.

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

• Rewards & recognition that truly acknowledge your contributions.

• Enjoy great Christmas and financial year-end parties to unwind with your loved ones.