Шри-ЛанкаL2/L3 Helpdesk Support Engineer
3 нед. назад
Шри-ЛанкаMiddleRemote
microsoft 365exchange onlinesharepointteamsazure ad
L2/L3 Helpdesk Support Engineer responsible for resolving escalated service desk issues in a managed services environment.
О компании
- You will be working with an established Australian technology services provider delivering managed IT support and infrastructure solutions across a diverse client base. The organisation operates with a collaborative, hands-on service model where technical specialists work closely across support levels to deliver responsive and reliable client outcomes.
- 💰 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 build your ideal workspace 🌐 Internet allowance to keep you connected 💪 Gym & wellness allowance to stay fit and balanced 🎉 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 do your best work 🏆 Rewards & recognition that actually recognize you 🥳 Great christmas & financial year-end parties to unwind with your loved ones
Обязанности
- We are seeking an experienced L2/L3 Helpdesk Support Engineer to join a managed services team supporting multiple client environments. This is a hands-on technical role focused on resolving escalated service desk issues across Microsoft 365, Entra ID, networking, backup, and business continuity technologies L2/ L3 Helpdesk Support Engineer.
- You will take ownership of complex incidents through to resolution while collaborating closely with the broader service desk team. As part of a small, collaborative environment, you will also assist with first-line support when required, provide technical guidance to junior team members, and contribute to proactive improvements that reduce recurring incidents.
- Own and resolve L2/L3 escalations across multiple client environments, managing tickets through to successful resolution.
- Diagnose and resolve Microsoft 365 issues spanning Exchange Online, SharePoint, Teams, licensing, and related services.
- Administer and troubleshoot Entra ID environments, including users, groups, Conditional Access, MFA, SSO, authentication, and hybrid identity synchronisation.
- Troubleshoot client network environments, including firewalls, switches, VPNs, wireless connectivity, DNS, DHCP, and general network issues.
- Manage and support the Kaseya/Datto technology stack for monitoring, patching, remote support, backup verification, and business continuity.
- Assist with L1 support tickets when required and work collaboratively with first-line engineers to achieve timely resolutions.
- Support effective ticket triage and ensure complex incidents are escalated appropriately.
- Maintain active communication with the wider service delivery team, coordinating escalations, handovers, and technical support requirements.
- Collaborate with service desk leadership on prioritisation, complex incidents, escalations, and day-to-day technical coordination.
- Produce clear and consistent documentation covering resolutions, runbooks, knowledge articles, and client-specific configurations.
- Contribute to root cause analysis for recurring incidents and recommend proactive solutions that reduce repeat support requests.
- Mentor L1 helpdesk engineers and provide technical guidance where required.
- Contribute to maintenance activities and project-related technical work as required.
Будет плюсом
- Microsoft 365 Modern Desktop Administrator or Endpoint Administrator certification.
- Microsoft Certified: Azure Administrator Associate (AZ-104).
- Kaseya or Datto product certifications.
- CompTIA Network+, Cisco CCNA, or comparable networking certification.
- Previous experience supporting Australian clients within an MSP or offshore support environment.
- Familiarity with ITIL-aligned service desk processes.
- Experience with ticketing platforms such as Autotask, ConnectWise, or similar.
- Basic PowerShell scripting skills for automating routine administration tasks.
Другое
- At least 2–3 years of experience within an MSP or comparable multi-client IT support environment, with demonstrated progression into L2/L3 troubleshooting.
- Strong practical experience administering Microsoft 365 , including Exchange Online, SharePoint, Teams, and licensing.
- Strong knowledge of Microsoft Entra ID (Azure AD) , including user and device management, Conditional Access, MFA, and hybrid identity.
- Solid networking fundamentals covering TCP/IP, VLANs, routing and switching, firewalls, VPNs, DNS, and DHCP.
- Ability to independently investigate and resolve complex connectivity and infrastructure issues.
- Practical experience with the Kaseya/Datto ecosystem , including Datto RMM, Autotask/BMS, and Datto BCDR, is highly desirable.
- Working knowledge of Veeam Backup & Replication , including job configuration, troubleshooting, and restoration procedures, would be advantageous.
- Strong written and verbal English communication skills with the ability to communicate effectively with colleagues and clients.
- Self-directed, dependable, and comfortable working remotely with minimal supervision.
- Comfortable operating within a small team and contributing across multiple levels of technical support.
- Sound judgement when determining whether an issue should be resolved directly or escalated.