L2 IT Support Engineer

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

📋 Description

• Serve as the main technical support liaison for a designated customer.

• Deliver technical assistance through phone, email, remote support tools, and the ticketing system.

• Investigate and resolve issues related to desktops, applications, user access, and other related concerns.

• Maintain responsibility for support inquiries until they are resolved or escalated.

• Establish and nurture trusted relationships with customer users.

• Conduct user onboarding and offboarding tasks.

• Create, update, and deactivate user accounts as necessary.

• Oversee Microsoft 365 licenses, security groups, and user permissions.

• Facilitate password resets, multi-factor authentication, identity management, access controls, and device provisioning.

• Manage Microsoft 365 environments, which include Exchange Online, Outlook, Teams, OneDrive, and SharePoint.

• Troubleshoot issues related to email, collaboration tools, calendars, and file sharing.

• Administer shared mailboxes, Microsoft 365 groups, and user permissions.

• Assist with Microsoft Entra ID management.

• Provide support for customer-specific business applications and routine application management.

• Adhere to procedures, coordinate vendor escalations, and maintain customer documentation.

• Diagnose issues with Windows desktops, laptops, printers, and workplace peripherals.

• Execute workstation setups, software installations, device configurations, and basic RAM/SSD upgrades.

• Support VPN and remote access technologies.

• Escalate complicated server, infrastructure, and networking challenges.

• Keep ticket notes, knowledge bases, and IT documentation updated.

• Follow ticket management and escalation protocols.

• Collaborate with service coordinators and senior engineers.

• Provide assistance in additional customer environments during peak demand periods.

⛳️ Requirements

• Prior experience in Level 1.5, Level 2 Service Desk, or Internal IT Support roles.

• Familiarity with Microsoft 365 environments.

• Thorough understanding of troubleshooting Windows desktops and laptops.

• Experience with user onboarding, offboarding, and identity management processes.

• Proven track record of supporting users through phone, email, and remote assistance tools.

• Exceptional troubleshooting and problem-solving abilities.

• Strong customer service and communication skills.

• Capacity to manage multiple support requests while ensuring attention to detail.

• Comfortable working autonomously while still collaborating with a remote team.

• Proficient in Microsoft 365 Administration, Exchange Online, Outlook/Office, Teams, SharePoint, OneDrive, Microsoft Entra ID, Windows Desktop Support, User Administration, Remote Support Tools, Ticket Management Systems, IT Documentation Platforms, and VPN Troubleshooting.

• Previous experience with Managed Service Providers (MSP) is highly valued.

• Desirable skills include ConnectWise ScreenConnect, ConnectWise Automate, Active Directory, Windows Server Administration, PowerShell, printer/peripheral support, hardware upgrades, and business application support.

🏝️ Benefits

• Compensation in Australian Dollars.

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

• Comprehensive OPD coverage for everyday healthcare needs.

• Home office setup allowance.

• Internet allowance provided.

• 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 your ideas and feedback are valued.

• Flexible work arrangements – option to work from home or the office.

• Recognition and rewards.

• Christmas and end-of-financial-year celebrations with the team.