Job Description
Your Peace of Mind Inspires Our Innovation
Level 3 Service Desk Engineer
IT Services Company | Colombo
eNerds is a leading Managed IT Services company based in Sydney, Australia. We are looking for a qualified and experienced IT Engineer, Service Desk Engineer or similar to fill the role of Level 3 Service Desk Engineer for eNerds Colombo office.
Salary negotiable based on experience.
The Company
eNerds provides outsourced Managed IT Services to businesses with 10 - 250 staff in Australia, and has offices in Sydney (HQ), Melbourne, Brisbane, and Colombo. We have won SMB IT Partner of the Year 7 out of 8 years at the ARN ICT Industry Awards from 2015 to 2022. The services we provide include Managed IT Support, Consulting, Cloud, Internet, Telecommunications and Procurement. Key technologies used and supported include Microsoft, VMware, Cisco, FortiNet, StorageCraft, Ubiquiti, Dell and HP.
The Role
The role will require you to perform the following duties:
- Level 3 Service Desk Tickets (Technical Faults, Escalations, High Impact Incidents/Requests)
- Level 3 Maintenance Tasks (Backups, Networking, Endpoint Security)
- Remote & Telephone Support to Clients
- Liaise with Australian Service Desk
The working hours are in 2 shifts (4am - 1pm and 5am - 2pm, with a 1 hour earlier start Oct-Apr for AU Daylight Savings), Monday to Friday, includes home pick up in the morning, when travel to the office is required. Remote work arrangements will be made where necessary.
Employee Group Benefits
- Office and Work From Home (WFH) - Breakfast provided when working in the office
- Employee Health Insurance Program
- Annual Company Event
- Additional benefits for the Morning (early) shift
- Economic Assistance Incentive (temporary)
Who will this suit?
This position suits an outgoing, bright personality with exemplary Service Desk experience and very strong desktop, server administration and networking skills. It will suit someone who's very professional, calm under pressure, resilient in the face of challenges and someone who is happy, excited and passionate about what they do and want the opportunity for further challenges.
Prior study or work in an English-speaking country, or worked for a similar company in Colombo providing IT services to, or, for Western businesses will put you in good stead for this role.
How will you be successful?
You will be successful if you have strong technical skills, good English skills, proven multi-tasking skills and importantly 3-5 years prior Service Desk experience.
Technical Skills Required
- Troubleshooting of systems from hardware level up (workstations, network devices, storage)
- Microsoft Product Stack (Windows Server, AD, DFS, DHCP, DNS, Windows Desktop etc)
- Strong Microsoft 365 skills
- Virtualisation technologies (Hyper-V, VMWare)
- Backup and Recovery, Endpoint Security (ShadowProtect, Veeam, Webroot, Sophos, Defender)
- Routing/Firewall Hardware (Fortinet, Cisco - Configuration, NAT/Port forwarding, routing)
- Wired/Wireless Networking (eg: Switches, Access Points etc)
- Thorough understanding/practical knowledge of networking concepts (TCP/IP, VPN/tunneling, Routing, DNS, Wifi, domains)
- Must be fast learner and demonstrate an ability to adapt to unfamiliar systems quickly
'Must have' Commercial Requirements
- Excellent Communication Skills (verbal and written) in English
- Excellent Customer Service skills - High Level of Personal and Professional Organisation & Task Management
- Attention to Detail
- Ability to work on schedule and be on time
- Capable of working in a fast paced dynamic environment
Knowledge/Experience Highly Desired
- Mac Desktop (macOS)
- Powershell scripting experience
- Practical experience in public Cloud Platforms (Microsoft Azure, Amazon AWS, GCP/GWorkspace)
English Skills
You must have excellent English skills and strong verbal & written communication for this position.
Selection Process
Selection process includes Technical/Practical Test, Phone/Voice Interview & In-person Interview.
How to Apply (Email)
- Please email your Cover Letter & CV to [email protected] and quote “Level 3 Service Desk Engineer - Sri Lanka" in the subject line.
