Support Engineer - L3
Sri Lanka
IT /
Full Time /
Remote
As a Level 3 Support Engineer you will be responsible for delivering high-quality, hands-on technical support and project-based services to our clients. As part of our IT service delivery team, you will provide a range of services from troubleshooting, implementing, and maintaining IT solutions. This role requires strong problem-solving skills, excellent communication, and a deep understanding of managed IT environments.
Responsibilities:
- Maintain a strong understanding of IT systems and technologies to assist the team in troubleshooting and resolving complex and high-priority technical issues.
- Ensure that all escalated incidents are solved and are thoroughly documented, including steps taken, resolutions, and lessons learned.
- Maintain and provide advanced support for Microsoft Windows and Microsoft Cloud (365/Entra ID/Azure/Intune) environments.
- Maintain and provide advanced support for networks including routers, firewalls, switches, wireless, VPN, LAN/WAN.
- Maintain and provide advanced support for cyber security technologies including EDR/MDR/XDR, application control, vulnerability management.
- Ensuring problem management is addressed. Identity and perform root cause analysis, providing solutions to repeat issues.
- Change management processes and adherence. Evaluation of proposed system changes for impact, risk, and resource requirements. Maintain comprehensive documentation of all system changes.
- Identify repetitive and inefficient tasks. Design, build, implement and maintain scripts alongside automation frameworks to increase operational efficiency.
- Product champion for key vendors. Escalate to and work alongside vendors to solve complex and environment specific issues.
- Project implementation support including planning, task management, risk assessment and adherence to established methodologies.
- Conduct cyber security benchmarking exercises for customers (Essential Eight, NIST, Microsoft Secure Score).
- Pre-sales support including liaising with vendors for design and producing BOM for:
- Contribute to post-project evaluations to analyze outcomes, identify lessons learned, and apply insights for continuous improvement in future project delivery.
- Document project processes and procedures to ensure knowledge transfer and maintain project continuity.
- Stay up to date with the latest IT trends and technologies, identifying opportunities for innovation and improvement.
- Collaborate with internal teams to identify and implement automation to streamline system processes and reduce manual efforts.
- Maintain comprehensive documentation of system architecture, configurations, and processes.
- Overall maintenance and upkeep (including security/vulnerability patching) of core systems, FOIT toolsets and infrastructure.
- Microsoft 365 implementations (Intune deployments, SharePoint migrations, Email migrations, etc).
- Cyber security implementations (EDR/MDR/XDR, E8/NIST compliance, etc.).
- Server and Network infrastructure implementations (Physical/Virtual servers, firewalls/routers/switches, Wi-Fi, etc.).
To be successful in this role, you will have;
- Bachelor’s Degree in Information Technology, Computer Science, or equivalent
- Strong knowledge of industry-standard technologies, including networking, cloud computing, cybersecurity, and data management.
- Strong understanding of Managed Services and ICT infrastructure.
- Advanced technical knowledge of Microsoft Windows 10/11 and Microsoft 365 (Intune, Exchange Online, SharePoint, OneDrive, Teams, Office, Entra ID).
- Advanced troubleshooting of client networks including routers, firewalls, switches, wireless, VPN, LAN / WAN, etc.
- Advanced knowledge of designing and deploying virtualization environments (Hyper-V, VMware, Windows Server).
- Advanced PowerShell and/or Python scripting capabilities.
- Advanced technical knowledge of security features of Microsoft 365.
- Highly proficient in Microsoft 365 Suite and other relevant software applications.
- Cisco CCNA / CCNP or equivalent.
- Microsoft 365 Certified: Administrator Expert.
- Microsoft Azure Administrator Associate / Microsoft Azure Solutions Architect Expert.
- Actively seeks out market information and takes an active interest in business issues.
- Actively looks for opportunities that will benefit us and the client.
- Ability to communicate technical issues clearly to non-technical users and build positive client relationships.
- Acts quickly and decisively to secure a positive business outcome.
- Understands commercial implications of service, experience, budget and costs and manages proactively.
- Excellent communication, collaboration, and interpersonal skills.
- Strong analytical and problem-solving skills.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
- Autonomous & resourceful.
Certifications:
