Technical Team Lead

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

📋 Description

• Deliver technical coaching and guidance to L1, L2, and L3 Support Engineers.

• Assist engineers in resolving complex technical issues, providing troubleshooting strategies, and aiding technical decision-making.

• Mentor engineers on structured troubleshooting methods, ownership, and effective resolution techniques.

• Foster technical confidence, independence, and enhance overall engineering capabilities.

• Identify recurring technical challenges and propose targeted coaching, learning, or knowledge-sharing initiatives.

• Collaborate with the Learning & Development Specialist to pinpoint technical capability gaps.

• Offer technical insights for development plans and learning pathways.

• Establish and uphold technical competency expectations across L1, L2, and L3 levels.

• Facilitate technical development and progression among engineering levels.

• Suggest learning activities, technical exercises, certifications, and development opportunities.

• Provide continuous technical feedback.

• Lead and facilitate technical Guilds within the engineering community.

• Develop Guild topics focused on capability needs, recurring challenges, and relevant technologies.

• Conduct knowledge-sharing sessions, troubleshooting discussions, workshops, and practical learning experiences.

• Promote collaboration and knowledge sharing among engineering teams.

• Engage seasoned engineers and subject matter experts in Guild activities.

• Assist in creating reusable technical knowledge and best practices.

• Support technical assessments for both prospective and current engineers.

• Aid in technical interviews, internal skills assessments, and capability reviews.

• Assess technical competency against L1, L2, and L3 standards.

• Offer structured feedback regarding strengths, capability gaps, and areas for development.

• Enhance technical assessment frameworks, questions, and practical scenarios.

• Support readiness assessments and progression evaluations with technical stakeholders.

• Advocate for technical and service-delivery standards across the engineering function.

• Mentor engineers on ITIL-aligned incident, request, problem, and escalation management.

• Reinforce best practices for ticket ownership, documentation, prioritization, and customer communication.

• Encourage effective troubleshooting methodologies and root-cause analysis.

• Facilitate continuous improvement of technical practices and engineering capability.

• Share insights on technical trends, tools, and practices to enhance managed services delivery.

⛳️ Requirements

• Extensive hands-on experience in managed services, IT support, systems engineering, or a comparable technical environment.

• Previous experience in an Australian MSP environment.

• Experience operating as a Senior Engineer, Technical Lead, Escalation Engineer, or a similar role.

• Strong knowledge of L1, L2, and L3 support functions.

• Excellent troubleshooting and problem-solving skills in both infrastructure and end-user environments.

• Experience in SLA-driven managed services operations.

• Proficiency in Microsoft 365 administration and troubleshooting.

• Knowledge of Microsoft Entra ID and Exchange Online.

• Familiarity with Microsoft Intune and endpoint management.

• Understanding of Active Directory and Group Policy.

• Experience with Windows Server and Windows desktop environments.

• Fundamentals of networking, including DNS, DHCP, VPN, and TCP/IP.

• Understanding of identity and access management.

• Proficiency in ITSM and ticketing platforms.

• Experience with Remote Monitoring and Management (RMM) tools.

• Knowledge of backup, endpoint security, and common MSP technologies.

• Exposure to Microsoft Azure, cloud infrastructure, virtualization, networking, and security technologies is highly regarded.

• Proven experience in coaching, mentoring, or developing technical professionals.

• Ability to evaluate technical capability and provide clear, constructive developmental feedback.

• Strong grasp of ITIL principles and IT service management practices.

• Capability to clearly and practically explain complex technical concepts.

• Strong communication and stakeholder management skills.

• Customer-service oriented mindset with an understanding of Australian MSP service expectations.

• ITIL certification or practical experience in ITIL-aligned environments.

• Relevant tertiary qualification in Information Technology, Computer Science, Engineering, or a related discipline is desirable.

• Microsoft, Azure, or other relevant industry certifications are highly regarded.

🏝️ Benefits

• Receive payment in Australian Dollars.

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

• Generous OPD coverage for all your medical needs, including doctor visits.

• Home office setup allowance.

• Internet allowance.

• Gym and wellness allowance.

• Regular team events and engagement activities.

• Access to Diji Assist for mental health and counseling support.

• Reimbursement for industry certifications.

• Open-door culture.

• Flexible work arrangements—home or office.

• Rewards and recognition programs.

• Christmas and financial year-end celebrations.