L2 Support Engineer
Colombo
IT /
Full Time /
Remote
We are looking for a motivated and detail-oriented L2 Support Engineer to join our growing IT team. This is a helpdesk-focused role where you'll play a critical part in supporting users, managing service desk operations, and resolving technical issues. The right candidate will have strong technical foundations, be comfortable working independently, and be eager to grow within the business as opportunities arise.
Duties and Responsibilities :
- Providing first point of touch support via phone, email, and remote tools.
- Logging, managing, and escalating service desk tickets as needed.
- Troubleshooting and resolving issues across Microsoft 365, SharePoint, and Azure environments.
- Monitoring cybersecurity tools and systems proactively.
- Using Autotask to manage job queues and client requests.
- Prioritising workload, following up on outstanding tickets, and ensuring timely resolution.
- Assisting users with common problems (e.g. Outlook send/receive issues) and following logical troubleshooting steps.
- Participating in process improvements and documentation (e.g. using IT Glue).
- Working closely with the IT team and reporting to the Service Desk Manager
Required Experience/Skills :
- Experience:
- Experience in service desk or helpdesk support roles: e.g. Autotask, ConnectWise, Zendesk, etc.)
- Strong Microsoft 365 support experience (Outlook, Teams, SharePoint).
- Familiar with Azure AD and basic cloud identity management.
- Confident troubleshooting desktop, application, and connectivity issues.
- Comfortable logging, updating, and escalating service tickets.
- Knowledge of basic networking.
- Hands-on experience with user onboarding/offboarding.
- Exposure to cybersecurity monitoring tools.
- Experience assisting with system or infrastructure restructuring.
- Able to identify and document recurring issues.
- Comfortable working in a fast-paced, high-volume ticketing environment.
- Systems/Software – Essential:
- Kaseya (including Kaseya Cybersecurity tools)
- Autotask PSA
- Datto RMM
- M365
- Systems/Sofware - Desirable:
- IT Glue
- ConnectWise
- Zendesk
- Qualifications – Desirable:
- Certificate in Networking
- Microsoft 365 Fundamentals (MS-900)
- Azure Fundamentals
- CCNA
- Fortinet, NSE4 or higher highly regarded
- Microsoft certification
- Soft Skills:
- High-level written and verbal communication skills
- Strong time management and ability to prioritise workload
- Effective problem-solving and logical troubleshooting
- Willingness to ask questions and raise concerns appropriately
- Ability to work autonomously and take initiative
