L2 Service Desk Engineer

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

📋 Description

• Deliver Level 2 technical assistance across a variety of customer environments.

• Answer customer support calls, evaluate business impact, and resolve technical issues.

• Prioritize and investigate critical Priority 1 and Priority 2 incidents.

• Examine server outages, inaccessible services, and network connectivity problems.

• Take ownership of assigned tickets until resolution or provide a well-documented handover.

• Advance outstanding and unassigned requests based on urgency and service expectations.

• Handle user account and access requests, Microsoft 365 and Exchange Online issues, as well as on-premises or hybrid identity administration.

• Troubleshoot issues related to Windows Server, virtualization, DNS, DHCP, file and storage services, networking, and cloud services.

• Assist in Microsoft Defender security investigations and address identity and Conditional Access issues.

• Perform scheduled operational tasks and Essential Eight security activities.

• Maintain thorough ticket records, precise time entries, and up-to-date IT Glue documentation.

• Utilize ConnectWise PSA, ConnectWise Automate, and ScreenConnect to manage tickets, monitor customer environments, and provide remote technical support.

• Review customer network setups and technical documentation.

• escalate complex incidents and collaborate with the broader team to ensure uninterrupted service.

⛳️ Requirements

• Practical experience in providing Level 2 IT support.

• Proven experience in managing customer support calls, handling service tickets, and prioritizing incidents based on their business impact and urgency.

• Strong understanding of on-premises Active Directory, hybrid identity environments, Microsoft Entra ID, Conditional Access, and Exchange Online.

• Hands-on experience in Microsoft 365 administration and Microsoft Defender for security investigations.

• Good comprehension of Windows Server, virtualization, DNS, DHCP, file and storage services, and business applications.

• Working knowledge of LAN, WAN, SD-WAN, and wireless networking, including Aruba or Cisco Meraki environments.

• Familiarity with WatchGuard and Check Point firewall technologies.

• Understanding of Microsoft Azure, AWS, and Google Cloud.

• Experience with ticketing systems, remote support, monitoring, and IT documentation platforms.

• Excellent verbal and written communication capabilities.

• Strong documentation skills and attention to detail.

• Ability to work autonomously, show initiative, and apply sound technical judgment.

• Strong sense of ownership and accountability when managing incidents to resolution.

• Reliable communication and effective collaboration with colleagues and clients.

• Capability to provide clear, structured handovers and escalate issues as necessary.

• Customer-oriented mindset and dedication to professional service delivery.

• Preferred: direct experience with ConnectWise PSA, ConnectWise Automate, ScreenConnect, and IT Glue.

• Preferred: understanding of the Essential Eight framework and scheduled security and maintenance tasks.

• Preferred: familiarity with ITIL practices.

• Preferred: experience in supporting cloud telephony and unified communications, including VoIP, SIP, networking, endpoint, and call-quality troubleshooting.

• Ability to coordinate technical investigations with customers, carriers, and technology vendors.

🏝️ Benefits

• Receive payments in Australian Dollars.

• Medical insurance from day one for you and your 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 appreciated.

• Flexible working arrangements—home or office.

• Rewards and recognition.

• Christmas and financial year-end celebrations.