Senior Infrastructure Service Desk Engineer

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

📋 Description

• Deliver advanced support primarily within on-premises and hybrid customer infrastructure environments.

• Manage Windows Server environments, encompassing Active Directory, DNS, DHCP, Group Policy, IIS, and file/print services.

• Provide support for on-premises and hybrid Microsoft Exchange environments.

• Set up, manage, monitor, and troubleshoot virtual servers across VMware, Hyper-V, and other relevant hypervisors.

• Conduct OS administration, including patch management, performance optimization, and capacity planning.

• Assist with Linux server support in mixed environment scenarios as necessary.

• Facilitate switching, routing, firewall management, and VPN connectivity.

• Diagnose LAN/WAN connectivity challenges.

• Ensure the availability and efficiency of core infrastructure services.

• Oversee and maintain backup platforms, including Veeam, Rubrik, Cove, and Commvault.

• Monitor backup operations, investigate any failures, and uphold recovery capabilities.

• Aid in disaster recovery planning and execution.

• Manage relevant SAN/NAS storage platforms.

• Support managed services technologies, including RMM, PSA, backup, recovery, security, and Microsoft 365 platforms.

• Administer and support SharePoint, managing permissions, access, and document management frameworks.

• Ensure service delivery aligns with customer MSAs, SLAs, and operational standards.

• Diagnose intricate infrastructure problems across servers, networking, storage, and virtualization.

• Participate in the response and resolution of major incidents.

• Conduct root cause analyses and implement preventive measures.

• Operate within ITIL-aligned incident, request, and change management processes.

• Apply system hardening, patching, and best practices for infrastructure security.

• Assist with vulnerability remediation and initiatives for security enhancement.

• Maintain least-privilege access across all infrastructure systems.

• Support compliance with internal and customer security standards.

• Provide assistance for Microsoft 365 and Azure environments as they integrate with core infrastructure.

• Help with migrations and hybrid configurations.

• Support identity integration between on-premises Active Directory and cloud services.

⛳️ Requirements

• Over 5 years of experience in infrastructure engineering or advanced service desk roles.

• Strong practical experience in supporting on-premises infrastructure.

• Proven expertise in server, networking, and virtualization technologies.

• Proficiency in Windows Server administration, including Active Directory, DNS, DHCP, and Group Policy.

• Experience with VMware and Hyper-V virtualization.

• Familiarity with backup and recovery platforms such as Veeam, Commvault, Cove, or similar tools.

• Understanding of networking fundamentals, including TCP/IP, VPNs, firewalls, switching, and routing.

• Experience in Microsoft 365 administration, covering Exchange Online, Teams, and SharePoint.

• Basic exposure to Azure, especially in hybrid environments.

• Proficiency in PowerShell scripting for administration and automation tasks.

• Experience with security tools, endpoint protection, and vulnerability management.

• Experience in supporting hybrid Microsoft environments.

• Familiarity with RMM and PSA platforms such as N-central and Autotask.

• Experience in SharePoint administration.

• Hands-on experience in data center operations, including hardware support, racking/stacking, and physical infrastructure management.

• Knowledge of ITIL processes and service delivery frameworks.

• A degree in IT, Computer Science, or equivalent experience.

• Microsoft or relevant vendor certifications are highly valued.

• ITIL Foundation certification is preferred.

🏝️ Benefits

• Receive compensation in Australian Dollars.

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

• Comprehensive OPD coverage for everything from doctor visits to all medical necessities.

• Home office setup allowance provided.

• Internet allowance included.

• Gym and wellness allowance offered.

• Regular team events and engagement activities.

• Access to Diji Assist mental health and counseling support.

• Reimbursement for industry certifications.

• Open-door culture promoted.

• Flexible working arrangements—either from home or in the office.

• Recognition and rewards programs in place.

• Christmas and financial year-end celebrations.