L3 Engineer

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

📋 Description

• Serve as the ultimate technical escalation contact for intricate L3 incidents and infrastructure challenges.

• Take ownership of escalated technical issues from the initial assessment to successful resolution.

• Analyze and resolve complex problems across networking, Microsoft 365, Azure, and Windows infrastructure.

• Design, configure, and implement network solutions tailored to customer environments.

• Troubleshoot and manage firewalls, VLANs, switches, routers, connectivity, and network security measures.

• Investigate infrastructure challenges, determine root causes, and apply permanent solutions.

• Support and administer Microsoft 365 environments effectively.

• Provide support for Azure environments and cloud infrastructure.

• Identify opportunities to enhance customer security, reliability, and performance.

• Review infrastructure and suggest technical enhancements.

• Offer technical guidance and support to L1/L2 engineers.

• Collaborate with third-party vendors and technology providers.

• Maintain technical documentation, solutions, and knowledge articles.

• Adhere to ITIL and IT service management processes for incidents, changes, and technical activities.

• Contribute to infrastructure, networking, and security projects.

• Communicate effectively with customers, stakeholders, and technical colleagues.

• Engage in team meetings, knowledge sharing, and technical collaboration.

⛳️ Requirements

• Over 7 years of relevant IT infrastructure or technical support experience, demonstrating L3-level capability.

• Strong hands-on networking expertise encompassing design, implementation, configuration, and troubleshooting.

• Robust network security experience, including firewalls, VLANs, switches, and routers.

• Extensive experience with Microsoft 365 and practical exposure to Microsoft Azure and cloud infrastructure.

• Proven ability to independently investigate and resolve intricate technical issues.

• Experience in conducting root cause analysis and implementing sustainable technical solutions.

• Previous experience within an MSP or multi-customer environment is highly valued.

• Good understanding of ITIL principles and IT service management practices.

• Capability to operate as the final technical escalation point and make sound technical decisions autonomously.

• Experience in guiding or mentoring L1/L2 engineers.

• Ability to navigate various customer environments and technologies.

• Strong understanding of infrastructure security and industry best practices.

• Proficiency with Microsoft 365, Microsoft Azure, Microsoft Intune, networking technologies, firewalls, VLANs, switches and routers, network security, Windows Server, and ITIL/IT Service Management.

• Familiarity with Halo PSA, NinjaOne RMM, Aruba switches, Fortinet firewalls and switches, DrayTek routers, and relevant Microsoft/networking/security certifications is preferred or advantageous.

• Excellent written and verbal communication skills.

• Strong analytical and problem-solving abilities.

• Strong documentation and process discipline.

• Professional and customer-focused demeanor.

🏝️ 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.

• 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.

• Flexible work options – home or office.

• Rewards and recognition programs.

• Christmas and financial year-end celebrations.