Lead Systems Engineer – L4

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

📋 Description

• Serve as the main escalation point for Level 1 and Level 2 support engineers.

• Diagnose issues related to Microsoft 365, Microsoft Intune, networking, and enterprise applications.

• Set up and support Single Sign-On (SSO) utilizing Microsoft Entra.

• Guide clients in adhering to cybersecurity and compliance framework standards.

• Resolve issues related to Sophos firewalls and Ubiquiti UniFi networking solutions.

• Oversee service tickets to guarantee timely resolutions in line with agreed service levels.

• Monitor system alerts and logs, proactively addressing emerging issues.

• Detect system vulnerabilities and execute necessary remediation measures.

• Conduct root cause analysis to reduce the frequency of recurring incidents.

• Design, plan, and execute IT infrastructure projects.

• Manage Microsoft 365 and file server migration processes.

• Deploy and configure Microsoft Intune environments effectively.

• Execute SharePoint migration initiatives.

• Implement solutions for disaster recovery.

• Configure networking infrastructure, including firewall installations.

• Collaborate on technical research and solution design with the Technical Manager.

• Create and maintain thorough technical documentation, diagrams, knowledge base articles, and system records.

• Ensure accurate project and service documentation is maintained within documentation systems.

• Cultivate strong client relationships through professional communication and high-quality service delivery.

• Exhibit professionalism and accountability in all customer interactions.

• Keep precise records of time and documentation for all completed tasks.

⛳️ Requirements

• At least 7-10 years of experience in a Managed Services Provider (MSP) or multi-client IT services environment.

• Extensive experience in supporting Microsoft 365 environments.

• Capability to independently learn, assess, and implement new technologies.

• Demonstrated ability to contribute to service improvement initiatives.

• Relevant IT qualifications or industry certifications are highly valued.

• Proficiency in Microsoft 365 administration.

• Experience with Microsoft Intune.

• Knowledge of Microsoft Windows Server and Desktop Operating Systems.

• Router and firewall management expertise.

• Network administration skills.

• Familiarity with Microsoft Defender or other endpoint protection platforms.

• Experience with ConnectWise Automate or similar RMM platforms.

• Proficient in ConnectWise Manage or similar ticketing systems.

• Understanding of Microsoft Azure.

• Skills in Microsoft PowerShell.

• Knowledge of Cloudflare products.

• Experience with Azure Virtual Desktop (AVD) or other VDI technologies.

• Familiarity with Microsoft Teams Phone System.

• Skills in Microsoft Power Automate.

• Understanding of Microsoft Sentinel or other SIEM platforms.

• Knowledge of security frameworks such as CIS or NIST.

• Experience with Ubiquiti UniFi.

• macOS support experience.

• Knowledge of ITIL practices.

• Microsoft 365 Expert, Azure Associate, or equivalent certification.

• Networking and/or firewall certification.

• Cybersecurity certification.

• Commitment to continuous professional development and technical certification.

• Excellent verbal and written communication skills in English.

• Strong analytical and troubleshooting skills.

• High attention to detail.

• Self-motivated with the capability to work independently and collaboratively.

• Strong time management and multitasking abilities.

• Quick learner with a proactive and inquisitive mindset.

• Dedicated to achieving quality outcomes and completing tasks.

🏝️ Benefits

• 💰 Get paid in Australian Dollars.

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

• 🩺 Generous OPD coverage from doctor visits to all your medical needs.

• 🏡 Home office setup allowance to create your ideal workspace.

• 🌐 Internet allowance to keep you connected.

• 💪 Gym & wellness allowance to maintain fitness and balance.

• 🎉 Work hard, play hard – regular team events & engagement activities.

• 🧠 Diji Assist – Mental health & counseling support when you need it.

• 📚 We invest in you – reimbursement for industry certifications.

• 🗣️ Open-door culture – your ideas and feedback always matter.

• 🌍 Flexible work – home or office, wherever you excel.

• 🏆 Rewards & recognition that genuinely acknowledge you.

• 🥳 Great Christmas & financial year-end parties to relax with your loved ones.