L2/L3 Engineer

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

📋 Description

• Collaborate across teams and engage closely with our clients to provide and ensure high-quality technical and customer support.

• Deliver remote assistance to clients by addressing both complex and straightforward issues to reduce system downtime and enhance productivity.

• Utilize support tools for managing and tracking tickets and customer inquiries.

• Serve as the primary escalation point for Level 1 and Level 2 support personnel.

• Handle advanced troubleshooting for supported services.

• Escalate issues to management when necessary.

• Oversee setup activities for small to medium-scale deployments and projects.

• Execute standard setup tasks for computers, printers, multifunction devices, and other ICT systems in accordance with Service Level Agreements.

• Achieve ticket targets and uphold quality standards, while maintaining Service Level Agreements (SLA) on tickets.

• Monitor system performance, assist in identifying potential issues, and propose effective solutions.

• Contribute to the creation of reference and training materials to support the team by keeping documentation updated on system configurations and technical processes.

• Foster and maintain productive external relationships with vendors, consultants, and service providers, leveraging these connections to ensure optimal solutions and resources for the company.

• Investigate and evaluate new product offerings that could be integrated into our service portfolio.

• Document support-related processes and procedures (Standard Operating Procedures).

• Exhibit creative thinking to discover ways to improve efficiency, simplify processes, and enhance security.

⛳️ Requirements

• Proficient in Firewalls such as FortiGate, SonicWall, and other relevant certifications.

• Hold industry-recognized certifications (MS-500, MS-700, MS-900, MS-102, MD-102, AZ-104, AZ-900, SC-200, or recent equivalents).

• Possess excellent verbal and written communication skills.

• Demonstrate self-management and skills for personal development.

• Required strong technical aptitude and problem-solving abilities.

• Self-motivated with a flair for creative problem-solving and adaptability to new tools and techniques.

• Exhibit outstanding interpersonal, communication, and organizational skills, with the ability to multitask effectively.

• Display willingness and capacity to thrive in a fast-paced and constantly evolving environment.

• Maintain meticulous attention to detail when documenting job notes and preparing documentation, along with strong analytical and problem-solving skills.

• Uphold a robust work ethic, capable of working independently and collaboratively as part of a team.

• Ability to convey technical information to both technical team members and clients with limited technical knowledge.

• Highly organized with the capacity to plan and prioritize workloads efficiently for maximum impact while adapting to changing priorities as necessary.

• Experience in automation is advantageous (through third-party software, PowerShell, etc.).

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and training.

• Flexible work environment and work-from-home options.

• Comprehensive health and wellness benefits.

• Engaging company culture with team-building activities.