IT Support Engineer

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

📋 Description

• Oversee and manage incidents and service requests via Jira Service Management, prioritizing tasks based on business impact and established service levels.

• Provide remote L1/L2 support for Windows laptops, desktop applications, peripherals, and workplace technology.

• Assess incoming requests and resolve standard first-line issues as well as intricate L2 incidents.

• Take responsibility for internal IT challenges across various systems and technologies.

• Collaborate with L1 support team members and L3/senior engineers, escalating infrastructure and complex technical issues as necessary.

• Troubleshoot Microsoft 365 services, including Outlook, Exchange Online, Teams, OneDrive, and SharePoint Online.

• Conduct routine Microsoft 365 administration tasks involving user accounts, licenses, group memberships, permissions, and access.

• Manage Microsoft Entra ID users while investigating sign-in issues, account lockouts, and multifactor authentication challenges.

• Handle approved user onboarding, offboarding, and changes in access.

• Diagnose issues related to the Windows operating system, application installations, configurations, and performance.

• Troubleshoot workplace devices, including printers, photocopiers, headsets, mice, and associated peripherals.

• Investigate connectivity issues linked to Wi-Fi, DNS, DHCP, and remote access.

• Provide initial troubleshooting assistance for mobile devices and fixed-line telephony.

• Examine relevant system and server issues within assigned permissions and consult senior engineers when deeper intervention is necessary.

• Escalate complex incidents with thorough troubleshooting notes, findings, and details regarding business impact.

• Maintain precise ticket records and deliver timely updates on progress and resolutions.

• Support the effective use of the Jira portal and document repeatable solutions.

⛳️ Requirements

• Practical experience delivering L1/L2 technical support within a Microsoft Windows environment.

• Capability to troubleshoot Windows endpoints, business applications, and peripheral devices.

• Experience in supporting and administering Microsoft 365, including user accounts, licensing, permissions, and access.

• Familiarity with TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general network connectivity troubleshooting.

• Experience managing incidents and service requests through an IT ticketing platform.

• Ability to offer remote technical support to non-technical users and manage issues through resolution or escalation.

• Comprehensive troubleshooting skills across internal IT systems and technologies.

• Familiarity with Microsoft Intune and endpoint management.

• Experience in Microsoft Entra ID administration.

• Knowledge of Active Directory and Windows Server.

• Experience with Exchange Online administration.

• Proficiency in OneDrive and SharePoint Online administration.

• Ability to utilize PowerShell for routine administration and troubleshooting tasks.

• Understanding of hybrid Microsoft identity environments.

• Knowledge of Azure fundamentals.

• Experience in supporting mobile devices and business telephony.

• Relevant Microsoft certifications.

• Strong written and verbal communication abilities.

• Methodical troubleshooting skills with sound judgment in escalation matters.

• Capacity to prioritize competing incidents and service requests effectively.

• Ability to produce clear technical documentation and maintain proactive communication with users.

• Collaborative working style with support colleagues and senior engineers.

• Skill in managing routine support requests alongside complex incidents.

• Capability to support a diverse range of internal IT responsibilities.

• Effective collaboration with users and colleagues in a remote environment.

• Adaptable and practical mindset in a fast-paced setting.

• Proactive problem-solving attitude and readiness to investigate unfamiliar technical challenges.

• Ability to learn quickly and guide issues to resolution or appropriate escalation.

🏝️ Benefits

• Receive compensation in Australian Dollars.

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

• Generous OPD coverage that encompasses doctor visits and all your medical needs.

• Home office setup allowance.

• Internet allowance.

• Gym and wellness allowance.

• Regular team events and engagement activities.

• Mental health and counseling support.

• Reimbursement for industry certifications.

• Open-door culture.

• Flexible working arrangements – home or office.

• Rewards and recognition.

• Christmas and financial year-end parties.