Support Operation Engineer - L2
Colombo
IT /
Full Time /
Remote
We’re looking for a Support Operation Engineer - L2 who can step into a fast-moving environment and hit the ground running. This role suits someone with strong MSP experience who is looking to deepen their technical skills and take on more responsibility over time. You’ll work across a variety of client environments, solving problems, escalating where necessary, and leaving clients with a positive impression of what great IT support looks like. You’ll be trusted to work autonomously, but always with the support of the wider team.
Key Responsibilities :
- Deliver responsive, professional Level 2 support to MSP clients across a range of technologies (Windows/Mac, networking, cloud, server, etc.)
- Troubleshoot and resolve tickets independently and escalate when appropriate, with detailed and clear documentation
- Ensure timely updates to clients and internal systems, meeting SLA expectations
- Provide excellent customer service in every interaction
- Collaborate with team members to ensure seamless service delivery
- Identify and suggest process improvements or documentation gaps
- Occasionally assist with project deployments or migrations
- Contribute to knowledge base and internal documentation
- Embody and promote our core values in all work
What We're Looking For :
- Ideally 2 years' experience in a Managed Service Provider (MSP) environment
- Proven troubleshooting skills in Microsoft 365, Windows OS, Active Directory, basic networking, and cloud services
- Strong customer service and communication skills – you’re personable, professional, and clear
- Experience using RMM/PSA tools (Halo PSA and NinjaRMM ideally)
- Strong time management and prioritisation in a fast-paced, ticket-driven environment
- Comfortable working independently and owning tasks from start to finish
- Well-documented ticketing and escalation skills – you leave a clear trail for others to follow
- Familiarity with ITIL principles (certification a bonus but not required)
- Eagerness to grow technically and professionally over time
- Leadership potential to potentially help scale and lead a team as the business grows
Bonus Points :
- Certifications (CompTIA, Microsoft, ITIL, etc.)
- Experience supporting Mac environments
- Exposure to Azure, Intune, or cloud migrations
- Experience mentoring or supporting junior techs informally
