L2 Systems Engineer

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

📋 Description

• Provide Level 2 technical support across both on-premises and hybrid cloud environments.

• Oversee the administration and maintenance of Windows workstations, Windows Server infrastructure, and related applications.

• Diagnose and resolve issues related to networking, endpoints, servers, Microsoft 365, cloud services, and third-party applications.

• Handle incidents, service requests, and escalations using ConnectWise Manage or similar platforms in accordance with service-level agreements.

• Offer remote technical assistance and support via 3CX and ScreenConnect.

• Escalate complex infrastructure and vendor-specific issues to Level 3 engineers or external providers after performing diagnostics and documentation.

• Administer Microsoft 365 services, managing tenants, security setups, compliance settings, user provisioning, licensing, and identity management.

• Deploy and manage Windows devices, applications, configuration profiles, compliance policies, and security baselines utilizing Microsoft Intune.

• Manage endpoints with tools such as NinjaOne RMM, ConnectWise Automate, CIPP, Augmentt, and others.

• Oversee the enrollment and lifecycle processes for Apple devices through Apple Business Manager.

• Configure and deploy applications and endpoint settings using ImmyBot.

• Implement endpoint protection and security policies with ThreatLocker.

• Investigate endpoint security threats and manage detection alerts via Huntress.

• Monitor, test, and restore backups using Veeam Backup & Replication.

• Handle operating system and application patching.

• Configure and troubleshoot FortiClient SSL VPN connections, authentication, and secure remote access.

• Monitor service dashboards for infrastructure, endpoints, backups, security, patch compliance, and performance issues.

• Configure and troubleshoot Microsoft RemoteApps and Remote Desktop Services.

• Administer licensing, provisioning, deployment, updates, and troubleshooting for Adobe and Foxit PDF.

• Maintain email signatures, branding, and marketing templates using Exclaimer.

• Support third-party business applications, including Lexful and client-specific software.

• Execute automation, scripting, and scheduled operational tasks utilizing Trigger and ConnectWise Automate.

• Participate in client onboarding, Microsoft 365 migrations, infrastructure upgrades, system deployments, and technology enhancement initiatives.

• Maintain technical documentation, client environment records, procedures, and knowledge articles within IT Glue.

• Develop standard operating procedures and internal knowledge base articles.

• Resolve incidents and service requests according to established service levels and quality standards.

• Contribute to automation, knowledge sharing, and process enhancements.

• Deliver projects in line with scope, technical standards, documentation, and handover requirements.

⛳️ Requirements

• Minimum of 3 years of practical experience in Level 2 service desk support, systems administration, or managed IT services.

• Strong troubleshooting skills across Windows endpoints, Windows Server, Microsoft 365, networking, cloud services, and third-party business applications.

• Practical experience in delivering infrastructure and cloud projects, including Microsoft 365 migrations, endpoint deployments, Intune implementations, or Azure Virtual Desktop solutions.

• Solid understanding of IT security, identity and access management, patch management, backup, disaster recovery, and change management.

• Experience managing incidents, service requests, and escalations in accordance with agreed service levels, including accurate documentation.

• Proficiency in Windows 10/11, Windows Server, Active Directory, Group Policy, DNS, DHCP, Remote Desktop Services, and PowerShell.

• Hands-on experience administering Microsoft 365, including Exchange Online, Microsoft Teams, SharePoint Online, Microsoft Entra ID, Intune, licensing, security, and compliance.

• Familiarity with PSA/ticketing platforms such as ConnectWise Manage and RMM solutions like NinjaOne and ConnectWise Automate.

• Strong knowledge of endpoint management, patching, software deployment, system monitoring, and remote technical support.

• Understanding of networking fundamentals including TCP/IP, VLANs, firewalls, VPNs, and secure remote connectivity.

• Experience with backup monitoring, restoration, and disaster recovery through Veeam or comparable platforms.

• Excellent verbal and written communication skills, analytical thinking, troubleshooting capabilities, attention to detail, prioritization, documentation, knowledge sharing, continuous learning, and customer focus.

• Ability to work independently in a remote environment while collaborating with Level 1 and Level 3 engineers, vendors, and client stakeholders.

• Relevant Microsoft, CompTIA, ITIL, networking, or security certifications are a plus.

🏝️ Benefits

• Compensation 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 and 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 working arrangements — home or office.

• Rewards and recognition programs.

• Christmas and financial year-end celebrations.