Level 1 Engineer
Sri Lanka
IT /
Full Time /
Remote
We are looking for a dedicated L1 support Technician with a focus to join our team and help us deliver exceptional service to our clients. We are a friendly and collaborative work environment, providing opportunities for professional growth and development.
Responsibilities:
- Ticket Triage | Provide first-level technical support
- Respond to customer inquiries via phone and email in a timely and professional manner in Autotask
- Diagnose and troubleshoot technical issues
- Escalate complex issues to higher-level support or relevant departments as needed
- Document and track customer issues and resolutions in the ticketing system
- Assist in the creation and maintenance of support documentation and knowledge base articles
- Collaborate with team members to ensure a high level of customer satisfaction
- Stay updated with the latest developments
To be successful in this role, you will have;
- 3 years' experience minimum in IT services
- Ideally experience working for a Managed Service Provider (MSP) / IT Support Business or at minimum a technical resolving helpdesk role
- Proven experience in a technical support role, preferably with IT technologies
- Familiarity with ITIL processes and best practices is a plus.
- Strong documentation skills for ticketing and knowledge base
- Microsoft – Desktop & peripherals support, M365 Tenancy Support
- Ticketing systems – Autotask PSA
- Kaseya Tech Stack (Autotask, IT Glue, Datto RMM)
- Kaseya Remote Monitoring, cyber security and Management (RMM) tools
- Diagnostic and troubleshooting software
- Microsoft 365 certifications.
- Knowledge on Switching: Meraki, Fortinet, HPE Aruba
- Datto Backup solutions
- Kaseya products (Graphus, SaaS Alerts, Datto EDR, Rocket Cyber, Vonahi)
- Tenancy Setup (365)
- Exceptional written and verbal communication skills
- Excellent problem-solving and troubleshooting skills
- Ability to work independently and as part of a team
- Ability to manage multiple tasks
- Customer-focused attitude with a commitment to providing high-quality support
- Ability to escalate appropriately and timely, within the team or to suppliers.
Essential Tools:
Nice to have:
Soft Skills:
