L2/L3 Support Engineer
Colombo
IT /
Full Time /
Remote
The Level 2/3 Engineer role is a generalised support role in which the role is a mixture of dealing with support request tickets via ConnectWise PSA and Automate, escalated tickets from L1 team members or delegated by the service desk manager. The L2/L3 Support Engineer undertakes diagnosis and troubleshooting for intermediate to complex level issues, and actions basic customer and team member requests. The role requires excellent problem-solving skills, a proactive approach to issue resolution, and the ability to handle a high volume of tickets while maintaining quality and efficiency.
Responsibilities:
- Proactively perform L2/L3 tickets for customer systems.
- Perform service desk tickets logged in Autotask PSA including but not limited to:
- Log, maintain, and complete IT support tickets via the internal help desk platform.
- Administration of users and groups within Active Directory.
- Prepare, deploy, and maintain IT equipment.
- Troubleshooting 3rd party applications.
- Network diagnostics and VLAN creation.
- Assist in documentation management and updating processes and procedures.
- Ensure work is carried out in the most efficient manner without jeopardising quality.
- Manage ticket queue effectively ensuring a strong focus on client outcomes.
- Record actions in Autotask PSA to accurately capture notes.
- Propose enhancements to systems and workflows to drive efficiency.
To be successful in this role, you will have:
- Required Experience/Skills
- Experience / Background / Technical Skills
- 5+ years of experience in an IT support or helpdesk desk role.
- Strong troubleshooting skills: strategic problem solver.
- Experience with remote desktop tools and ticketing systems.
- Ability to explain technical issues to non-technical users in a clear and friendly manner.
- Experience with networking products highly regarded.
- Tools – Essential
- ConnectWise PSA
- ConnectWise Automate
- IT Glue
- M365 Admin Console
- M365 knowledge
- Desirable Skills / Knowledge
- Relevant industry certifications such as: Microsoft and/or Azure
- Familiarity or exposure to networking products is highly regarded
- Experience with Sophos products
- Professional Skills
- Strong verbal and written communication skills
- Excellent customer service skills with a user-focused approach
- Ability to multitask and manage time effectively in a fast-paced environment
- Strong problem-solving and troubleshooting abilities
- Ability to work well in a small collaborative team whilst having the ability to work independently
- You are an individual interested in a long-term role, eager to train, develop, and grow with the team, and capable of training new members as they join
