L2/L3 Helpdesk Support Engineer

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

📋 Description

• Take ownership of and resolve L2/L3 escalations across various client environments by successfully managing ticket resolutions.

• Diagnose and address Microsoft 365 issues related to Exchange Online, SharePoint, Teams, licensing, and associated services.

• Administer and troubleshoot Entra ID environments, including managing users, groups, Conditional Access, MFA, SSO, authentication, and hybrid identity synchronization.

• Troubleshoot client network issues, encompassing firewalls, switches, VPNs, wireless connectivity, DNS, DHCP, and general network concerns.

• Manage and support the Kaseya/Datto technology stack for monitoring, patching, remote support, backup verification, and ensuring business continuity.

• Provide assistance with L1 support tickets and work collaboratively with first-line engineers.

• Support ticket triage and the proper escalation of intricate incidents.

• Coordinate escalations, handovers, and technical support needs with the service delivery team.

• Work alongside service desk leadership on prioritization and technical coordination.

• Create documentation that outlines resolutions, runbooks, knowledge articles, and client-specific configurations.

• Engage in root cause analysis and develop proactive solutions for recurring incidents.

• Mentor L1 helpdesk engineers by providing technical guidance.

• Participate in maintenance activities and technical work related to projects.

⛳️ Requirements

• A minimum of 2–3 years of experience in an MSP or similar multi-client IT support environment, with proven growth into L2/L3 troubleshooting.

• Strong hands-on experience in administering Microsoft 365, particularly with Exchange Online, SharePoint, Teams, and licensing.

• In-depth knowledge of Microsoft Entra ID (Azure AD), encompassing user and device management, Conditional Access, MFA, and hybrid identity.

• Solid understanding of networking fundamentals, including TCP/IP, VLANs, routing and switching, firewalls, VPNs, DNS, and DHCP.

• Capability to independently investigate and resolve complex connectivity and infrastructure challenges.

• Practical experience with the Kaseya/Datto ecosystem, such as Datto RMM, Autotask/BMS, and Datto BCDR, is highly desirable.

• Familiarity with Veeam Backup & Replication, including job configuration, troubleshooting, and restoration processes, is advantageous.

• Excellent written and verbal communication skills in English.

• Self-motivated and reliable; able to work remotely with minimal supervision.

• Comfortable working in a small team and contributing across various levels of technical support.

• Good judgement in determining whether to resolve issues directly or escalate them.

• Preferred certifications include Microsoft 365 Modern Desktop Administrator or Endpoint Administrator, Azure Administrator Associate (AZ-104), Kaseya or Datto product certifications, CompTIA Network+, Cisco CCNA, or equivalent networking certification.

• Previous experience supporting Australian clients within an MSP or offshore support context.

• Familiarity with ITIL-aligned service desk processes.

• Experience with ticketing platforms such as Autotask, ConnectWise, or similar.

• Basic skills in PowerShell scripting.

🏝️ Benefits

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

• Comprehensive OPD coverage for doctor visits and all medical needs.

• Allowance for home office setup.

• 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.

• Flexible work arrangements – either from home or the office.

• Rewards and recognition programs.

• Christmas and financial year-end parties.