L3 Engineer
Sri Lanka
IT /
Full Time /
Remote
All-rounder L3 MSP Engineer must have experience in working in an MSP on multiple customers and technology. We are a tight-knit team of six who value teamwork, collaboration, and great communication.
Responsibilities:
- Products suite Management and Support: Windows server, VMWARE, Hyper-V
- MS365 (management and support): design and management
- Intune
- ImmyBot (automation tool) - we’re looking for someone that champions this product
- Good PowerShell scripting skills
- Act as the main escalation point for L1 and L2 complex issues.
- Security stack: Huntress, Proofpoint, MS security stack, DNS filter, be able to able to help and support these tools
- ConnectWise RMM; ConnectWise Manage (ticketing system)
- Project based activity: under client environment management process and assistant with handover and ongoing management of the customer
- SharePoint experience would be advantageous; 365 for the majority of the customers (focus on SharePoint sites management).
- Document processes, configurations, and solutions for knowledge sharing and compliance purposes.
- Record time in ConnectWise: good time management skills for billable accurate entries
To be successful in this role, you will have;
- Required Skills/Experience:
- A minimum of 5 years MSP experience in a similar role
- Proven experience working in a Systems Administration / Level 3 Support type role
- Technical Skills (Systems/Tools):
- Immybot (Automation): Must possess high-level PowerShell scripting skills and champion this product for the deployment, updating, and management of client applications.
- Security Stack: Ensure the cybersecurity stack—including Huntress, Proofpoint, Avanan, Connectsecure, DNSFilter, and Threatlocker—is fully rolled out, proactively monitored, and managed for our clients.
- ConnectWise RMM: Demonstrated expertise in using this platform for patch management and remote support to maintain patching compliance across client systems.
- ConnectWise Manage: Deep familiarity with ConnectWise ticketing, aligning with Sea Level processes, and maintaining accurate time recording and management for billing and client services.
- SharePoint: Essential experience in managing sites, document libraries, security, and migrating data for M365 clients.
- Microsoft Intune: Proven ability to manage compliance and enforce technical controls in line with Essential Eight and ISO27001 across multiple client environments.
- Project Delivery: Track record of successfully delivering IT infrastructure projects by working closely with clients and project managers.
- M365: Proven technical skills to set up and support the full M365 stack—from Exchange and Identity to Teams, Compliance, and Security—for our clients.
- On-Premises Server Infrastructure: High-level expertise in setting up and supporting HP Server infrastructure across Microsoft Hyper-V, VMware, and all Windows Server operating systems.
- Medical Clinical Application Support: Experience with applications like Best Practice and Medical Director is advantageous.
- Soft Skills:
- [Essential]: Awesome communication/customer service skills (Verbal and written)
- [Essential]: Client facing and proven experience as a technical escalation point within an MSP
- Strong Problem-solving skills; ability to think outside the box, attention to detail
- Inquisitive, Fast Learner, Independent Performer: Quickly grasp new concepts and excel with minimal oversight.
- Ability to multitask and manage time effectively in a fast-paced environment
- Ability to get things done autonomously; able to work on a project and swap to day-to-day tasks as required: prioritize; and multiple tasks
- Someone that strives to get things complete
- Self-starter and ability to work autonomously and collaboratively as a team
