L2/L3 Support Engineer

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

📋 Description

• Provide Level 2 and Level 3 support across cloud, infrastructure, networking, and endpoint environments.

• Identify and resolve escalated technical issues while ensuring ownership until resolution.

• Handle support requests through ticketing, remote support, email, and phone channels.

• Maintain professional communication with clients throughout the support process.

• Adhere to agreed SLAs and follow established operational procedures.

• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, and Entra ID.

• Support Windows Server environments, encompassing Active Directory, Group Policy, DNS, DHCP, and file services.

• Configure, maintain, and troubleshoot Hyper-V and VMware virtualization environments.

• Provide support for Microsoft Azure and AWS cloud infrastructure.

• Assist with backup, disaster recovery, and business continuity solutions.

• Perform maintenance, patching, monitoring, and health checks for infrastructure.

• Aid in infrastructure and cloud project planning, migrations, upgrades, and client onboarding.

• Contribute to solution design, technical policies, standards, and operational processes.

• Keep documentation updated for clients, technical procedures, tickets, and issue resolution.

• Identify opportunities for automation and operational efficiency improvements.

• Maintain Confluence and other knowledge-base resources.

• Ensure ticket updates and time records are accurate and submitted promptly.

• Collaborate with engineers, management, support teams, clients, and technical stakeholders.

• Share technical expertise and mentor junior team members.

⛳️ Requirements

• Over 4 years of experience in an MSP environment.

• Demonstrated experience in Level 2 and/or Level 3 IT support.

• Strong troubleshooting skills across infrastructure, cloud, networking, and endpoint technologies.

• Hands-on experience with Microsoft 365, including Intune, Entra ID, Exchange Online, and policy administration.

• Proficient in Windows Server administration, particularly with Active Directory and Group Policy.

• Basic experience with administering and troubleshooting Hyper-V.

• Familiarity with ticketing, time management, and time-tracking systems.

• Ability to prioritize and manage competing tasks in a fast-paced support environment.

• Experience in developing technical documentation and operational processes.

• Strong customer service and phone support skills.

• Preferred: experience with healthcare or medical practice management applications.

• Preferred: knowledge of ConnectWise PSA, ConnectWise Automate, ScreenConnect, Datto BCDR, SaaS backup solutions, Microsoft Azure, WordPress, cPanel, Action1, Huntress EDR/SAT/ITDR, Inforcer, UniFi, IT procurement, Confluence, SMTP2GO, Splashtop, WP Umbrella, Keeper, Kaseya Quote Manager, MSP360, and Microsoft SQL Server.

• Excellent written and verbal communication skills.

• Strong attention to detail and accurate documentation practices.

• Capability to work independently with minimal supervision.

• Strong organizational, prioritization, and time management skills.

• Eagerness to mentor and share technical knowledge.

• Commitment to ongoing learning and technology enhancement.

🏝️ Benefits

• Remuneration in Australian Dollars.

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

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

• Allowance for home office setup.

• Internet allowance provided.

• Gym & wellness allowance.

• Frequent team events and engagement activities.

• Diji Assist mental health and counseling support.

• Reimbursement for industry certifications.

• Open-door culture promoting communication.

• Flexible work arrangements – either home or office.

• Rewards and recognition initiatives.

• Celebratory events for Christmas and financial year-end.