L3 Engineer
Colombo
IT /
Full Time /
Remote
We're looking for a motivated Service Desk Engineer (L3) to join our fast-growing and high-performing team. We're a people-focused MSP as the Service Delivery team is the key to our success.
The personality fit is a major focus, and the ideal candidate will thrive in our small team. The company utilizes DISC profiles to evaluate personality traits. They seek an individual who collaborates effectively with the team and possesses strong customer service skills.
Responsibilities:
- Deliver prompt and effective technical support to clients via phone, email, remote assistance
- Someone that knows when to escalate
- Exposure to many different operating environments and client solutions
- Exposure to enterprise-grade cyber security and cloud-based offerings
- Diagnose and resolve complex hardware, software and network issues across a variety of IT environments
- Proactively monitor clients' environments including networks and servers
- Document and track all support activities using our ticketing system
- Assist in the implementation and configuration of new systems, applications, and network devices as per clients' requirements
- Develop and maintain technical documentation, including standard operating procedures and knowledge base articles
- Continuously update your knowledge of industry trends and technologies to provide the highest level of support and service to our clients
- Join an already successful, knowledgeable and dynamic team who are looking for someone to share our passion and enthusiasm for technology
To be successful in this role, you will have:
- Required Experience/Skills
- Experience, Qualifications, Knowledge & Technical Prerequisites
- 2/3+ years of experience in a highly technical environment
- Previous MSP experience using industry tools to monitor and manage clients
- Microsoft 365, Intune, SharePoint and Azure knowledge and experience
- Email filters
- Backup products
- Security
- Tools that plug into MS
- Firm understanding of Cybersecurity solutions and various Cloud based technologies
- Sound understanding in maintaining Windows Server and Desktop environments
- Experience with Mac machines
- Exposure and avid interest to AI in general, automation & learning Copilot
- Certifications
- Microsoft 365 Fundamentals
- Microsoft 365 Certified: Teams Administrator Associate
- Microsoft Certified: Identify and Access Administrator Associate
- Microsoft 365 Certified: Collaboration Communication Systems Associate
- Microsoft 365 Certified: Endpoint Administrator Associate (previously known as Microsoft 365 Certified: Modern Desktop Administrator Associate)
- Soft Skills
- Excellent Communication Skills: Verbal and written – confident communication style with ability to influence all levels
- Strong experience with customer service
- Analytical and conceptual details
- High Level of Initiative
- Strong problem-solving and troubleshooting skills
- Efficient with your time, and the ability to multitask and manage conflicting deadlines
- Strong documentation experience (new processes and updating existing)
- Ability to work both independently and collaboratively within a team
- Resourceful
- Ability to exercise good judgment, logical decision making and escalate issues appropriately when required
- Be able to work in a fast-paced, adaptive environment
