L2 - Systems Engineer
Sri Lanka
IT /
Full Time /
Remote
We are seeking an experienced and motivated Level 2 Support Engineer to join our growing team. This role will provide technical support, troubleshooting, and system administration across a wide range of technologies. You will act as an escalation point for Level 1 engineers, working closely with clients to resolve issues, implement solutions, and ensure systems remain secure, stable, and reliable. This position requires strong technical skills, excellent communication, and a proactive, customer-first approach.
Duties and Responsibilities:
- Providing Level 2 support to clients via phone, email, and remote tools.
- Acting as an escalation point for L1 engineers and assisting with more complex incidents.
- Troubleshooting and resolving hardware, software, network, and infrastructure issues.
- Managing and monitoring backups, disaster recovery, and security solutions.
- Administering and supporting Microsoft 365 and associated services.
- Supporting and configuring firewalls, switching, and wireless infrastructure.
- Using ConnectWise PSA/RMM tools for ticketing, remote monitoring, and documentation.
- Ensuring tickets are updated, documented, and closed in line with SLAs.
- Proactively monitoring and maintaining client environments.
- Building strong client relationships through professional communication and empathy.
- Contributing to knowledge base articles, procedures, and process improvements.
Required Skills and Experience:
- Essential:
- 3+ years in IT support roles (helpdesk, service desk, or technical support).
- Strong background in troubleshooting Windows desktops, servers, and networking.
- Demonstrated experience with Microsoft 365 administration.
- Proven ability to handle escalations and resolve issues independently
- Desirable:
- Previous experience in the MSP (Managed Services Provider) industry.
- Exposure to hospitality industry systems or client support.
- Certifications such as Microsoft (MCSA/Modern Workplace), CompTIA (A+/Network+/Security+), or Sophos certifications. Systems/Software Essential:
- ConnectWise PSA/RMM (or similar RMM tools).
- Microsoft 365 administration and troubleshooting.
- Backup solutions – Altaro, Datto, Backup Radar (or equivalent).
- Sophos firewall and endpoint management.
- Networking fundamentals – switching, WiFi (Unifi products preferred).
- Desirable:
- Sophos MDR / Endpoint Detection and Response.
- Experience with Unifi wireless deployments and troubleshooting.
- Knowledge of PowerShell scripting or automation.
- Soft Skills
- Excellent English skills - both verbal and written and the ability to talk with clients.
- Strong attention to detail.
- Ability to work autonomously.
- Proven ability to manage and prioritize multiple tasks in a fast-paced environment.
- Ability to adapt and learn quickly with a can-do attitude.
- Effectively manage work and workloads to meet client expectations.
- Willingness to ask questions and seek clarity when needed
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
