Sri Lanka onlyWe are seeking an experienced and motivated Level 2 Support Engineer to join our growing team. This role will provide technical support, troubleshooting, and system administration across a wide range of technologies. You will act as an escalation point for Level 1 engineers, working closely with clients to resolve issues, implement solutions, and ensure systems remain secure, stable, and reliable. This position requires strong technical skills, excellent communication, and a proactive, customer-first approach.
Duties and Responsibilities:
- Providing Level 2 support to clients via phone, email, and remote tools.
- Acting as an escalation point for L1 engineers and assisting with more complex incidents.
- Troubleshooting and resolving hardware, software, network, and infrastructure issues.
- Managing and monitoring backups, disaster recovery, and security solutions.
- Administering and supporting Microsoft 365 and associated services.
- Supporting and configuring firewalls, switching, and wireless infrastructure.
- Using ConnectWise PSA/RMM tools for ticketing, remote monitoring, and documentation.
- Ensuring tickets are updated, documented, and closed in line with SLAs.
- Proactively monitoring and maintaining client environments.
- Building strong client relationships through professional communication and empathy.
- Contributing to knowledge base articles, procedures, and process improvements.
Required Skills and Experience:
- Essential:
- 3+ years in IT support roles (helpdesk, service desk, or technical support).
- Strong background in troubleshooting Windows desktops, servers, and networking.
- Demonstrated experience with Microsoft 365 administration.
- Proven ability to handle escalations and resolve issues independently
- Desirable:
- Previous experience in the MSP (Managed Services Provider) industry.
- Exposure to hospitality industry systems or client support.
- Certifications such as Microsoft (MCSA/Modern Workplace), CompTIA (A+/Network+/Security+), or Sophos certifications. Systems/Software Essential:
- ConnectWise PSA/RMM (or similar RMM tools).
- Microsoft 365 administration and troubleshooting.
- Backup solutions – Altaro, Datto, Backup Radar (or equivalent).
- Sophos firewall and endpoint management.
- Networking fundamentals – switching, WiFi (Unifi products preferred).
- Desirable:
- Sophos MDR / Endpoint Detection and Response.
- Experience with Unifi wireless deployments and troubleshooting.
- Knowledge of PowerShell scripting or automation.
- Soft Skills
- Excellent English skills - both verbal and written and the ability to talk with clients.
- Strong attention to detail.
- Ability to work autonomously.
- Proven ability to manage and prioritize multiple tasks in a fast-paced environment.
- Ability to adapt and learn quickly with a can-do attitude.
- Effectively manage work and workloads to meet client expectations.
- Willingness to ask questions and seek clarity when needed
