Level 2|3 Support Engineer (Managed Services | Help Desk)
IT - Software / DB / QA / Web / Graphics / GIS
About the Employer
Job Description
Level 2/3 Support Engineer (Managed Services / Help Desk)
Location: Sri Lanka (Remote)
Employment Type: Full-Time
Working Hours: Australian Business Hours
Reports To: Service Delivery Manager
About Us
We are a growing Managed Services Provider (MSP) delivering high-quality IT support and managed services to Australian and New Zealand businesses. Our team provides proactive support, infrastructure management, cloud services, cybersecurity solutions, and technology consulting across a diverse client base.
We are seeking an experienced Level 2/3 Support Engineer to join our Service Desk team. This role is ideal for a technically strong professional who enjoys troubleshooting complex issues, supporting modern Microsoft environments, and working directly with customers.
Key Responsibilities
- Provide Level 2 and Level 3 technical support for Australian and NZ clients.
- Diagnose and resolve escalated desktop, server, network, cloud, and security issues.
- Manage and support Microsoft 365 environments including Exchange Online, SharePoint Online, Teams, Intune, and Entra ID (Azure Active Directory).
- Administer and troubleshoot Microsoft Azure infrastructure and services.
- Support Windows Server environments, Active Directory, Group Policy, DNS, DHCP, and File Services.
- Configure and maintain Sophos/Fortinet firewalls, VPNs, and network security solutions.
- Manage and support 3CX phone systems and VoIP services.
- Utilize Kaseya MSP tools for ticket management, monitoring, and automation.
- Perform system upgrades, migrations, and infrastructure projects.
- Create and maintain technical documentation and knowledge base articles.
- Participate in root cause analysis and continual improvement initiatives.
- Maintain high levels of customer service and communication with clients and internal teams.
Essential Experience
- 5+ years of IT support experience.
- Minimum 2 years in a Level 2 or Level 3 support role.
- Experience working within an MSP environment is highly desirable.
- Strong troubleshooting and problem-solving skills.
- Experience supporting multiple clients and environments simultaneously.
- Excellent written and verbal English communication skills.
Preferred Certifications
- Microsoft Certified: Azure Administrator Associate
- Microsoft 365 Certified: Administrator Expert
- Microsoft Certified: Modern Desktop Administrator
- Sophos/Fortinet Certifications
- ITIL Foundation
Personal Attributes
- Customer-focused mindset.
- Strong analytical and troubleshooting skills.
- Ability to work independently with minimal supervision.
- Excellent time management and prioritization skills.
- Passion for learning and adapting to new technologies.
- Professional and proactive approach to client service.
- Excellent verbal and written English communication skills, with the ability to communicate confidently and professionally with Australian clients, stakeholders, and technical teams.
What We Offer
- Competitive salary package.
- Exposure to diverse Australian client environments.
- Professional development and certification support.
- Collaborative and supportive team culture.
- Opportunities to work with modern cloud and security technologies.
How to Apply
Please submit your:
- Updated CV/Resume to [email protected]
- List of Technical Certifications
Subject Line: Level 2/3 Support Engineer
Join our team and help deliver outstanding IT services to Australian businesses while advancing your career in cloud, infrastructure, cybersecurity, and managed services.
We sincerely thank all applicants for applying; however, only those shortlisted for the next stage of the recruitment process will be contacted.
