L3 Systems Support Engineer

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

📋 Description

• Deliver Level 3 technical support across various customer environments.

• Take ownership of intricate technical incidents from investigation to resolution.

• Conduct structured root-cause analysis to address and resolve recurring technical challenges.

• Manage escalated support requests while ensuring effective customer communication.

• Identify connections between infrastructure, identity, networking, cloud services, and end-user environments.

• Offer technical recommendations and guidance to customers.

• Administer Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Entra ID, Azure Active Directory, licensing, permissions, and hybrid identity.

• Utilize PowerShell for automating administrative and operational tasks.

• Oversee and maintain Windows Server, Active Directory, Group Policy, authentication, identity services, Remote Desktop Services, and Terminal Server environments.

• Monitor server health, performance, and availability; perform maintenance and coordinate vendor support.

• Manage Hyper-V and/or VMware environments, including virtual machines, storage, networking, and virtual infrastructure.

• Configure and troubleshoot VPNs, secure remote access, Sophos firewalls, DNS, switching, routing, VLAN, and connectivity issues.

• Maintain technical documentation and customer configurations.

• Administer remote support and endpoint management platforms.

• Support monitoring, patch management, infrastructure maintenance, onboarding, offboarding, and infrastructure changes.

• Mentor Level 1 and Level 2 engineers while sharing technical knowledge.

• Collaborate with service coordinators and technical teams to advance ticket progression.

• Engage in technical discussions, incident reviews, and team meetings.

• Contribute to continuous improvement and strive for customer excellence.

⛳️ Requirements

• Significant experience in Level 3 Systems Support, Senior Level 2 Support, or Infrastructure Support.

• Prior experience in a Managed Services Provider (MSP) environment.

• Extensive expertise in Microsoft 365 and hybrid cloud administration.

• Strong administration experience with Windows Server, Active Directory, and Microsoft infrastructure.

• Experience with Hyper-V or VMware support.

• Knowledge of networking fundamentals, VPNs, firewalls, DNS, and remote access technologies.

• Excellent troubleshooting and root-cause analysis capabilities.

• Proven experience in managing escalated technical incidents through to resolution.

• Exceptional customer communication and stakeholder management skills.

• Ability to mentor junior engineers while working independently.

• Proactive mindset with a strong sense of ownership and accountability.

• Proficiency in Microsoft 365 Administration, Exchange Online, Microsoft Teams, SharePoint, OneDrive, Microsoft Entra ID/Azure Active Directory, Windows Server, Active Directory, Group Policy, Remote Desktop Services, Hyper-V or VMware, PowerShell, Sophos Firewalls, VPNs, DNS, IT Glue, ConnectWise ScreenConnect or similar, Windows Desktop Support, root-cause analysis, technical documentation, and ticket management.

🏝️ Benefits

• Receive payment in Australian Dollars.

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

• Generous OPD coverage for everyday healthcare needs.

• Home office setup allowance.

• Internet allowance.

• Gym and wellness allowance.

• Regular team events and engagement activities.

• Diji Assist – Mental health and counseling support available whenever needed.

• Reimbursement for industry certification.

• Open-door culture where your ideas and feedback are appreciated.

• Flexible work options – ability to work from home or the office.

• Rewards and recognition programs that celebrate outstanding performance.

• Christmas and financial year-end celebrations with the team.