Sri Lanka onlyThe Platforms Engineer will be responsible for the administration, integration, and optimisation of key business platforms including ConnectWise, Freshdesk, Microsoft 365, and Azure. This role combines hands-on technical support, systems engineering, and process improvement to ensure seamless platform performance, reliability, and scalability. The successful candidate will play a critical role in supporting both internal teams and customers by maintaining operational excellence across core systems and implementing automation to drive efficiency.
Responsibilities
- Platform Administration & Support
- Administer and maintain ConnectWise Manage, Automate, and Control.
- Configure and support Freshdesk including ticketing workflows, SLAs, and automations.
- Provide operational support for Microsoft 365 services (Exchange Online, SharePoint, Teams, Intune).
- Assist in managing Azure resources including virtual machines, networking, identity, and security.
- Manage and maintain Windows Server 2022 environments and network infrastructure.
- Service Desk Support (Level 2 & 3)
- Act as an escalation point for Level 1 support teams, resolving complex technical issues.
- Troubleshoot and resolve platform-related incidents and service requests.
- Document root cause analysis and implement preventive measures.
- Collaborate with vendors and internal teams to resolve advanced platform issues.
- Integration & Automation
- Build and maintain integrations between ConnectWise, Freshdesk, O365, Azure, and other business systems.
- Develop automation rules and scripts to streamline service desk operations and cloud workflows.
- Collaborate with internal developers or vendors to enhance API-based workflows.
- User Management & Enablement
- Manage user roles, permissions, and access controls across all platforms.
- Provide training, onboarding, and documentation for platform users.
- Serve as a subject matter expert for platform-related queries and escalations.
- Compliance & Reporting
- Ensure platform configurations align with compliance standards (e.g., GDPR, ISO).
- Create and maintain dashboards and reports for SLA tracking, ticket analytics, and operational KPIs.
- Support internal and external audits with relevant documentation and data.
- Continuous Improvement
- Evaluate new features and updates across ConnectWise, Freshdesk, O365, and Azure.
- Recommend and implement improvements to workflows, user experience, and platform performance.
- Stay informed on industry trends and best practices in ITSM, cloud services, and customer support platforms.
To be successful in this role, you will have:
- Qualifications & Experience
- Proven experience administering and supporting ConnectWise and Freshdesk platforms.
- Strong knowledge of Microsoft 365 administration and Azure resource management.
- Solid understanding of ITIL principles and service desk operations.
- Experience providing Level 2 and Level 3 technical support.
- Proficiency with scripting and automation tools (e.g., PowerShell, Power Automate).
- Familiarity with APIs, integration tools, and workflow automation.
- Experience managing Windows Server and networking infrastructure.
- Soft Skills
- Excellent analytical and problem-solving skills.
- Strong written and verbal communication abilities.
- Ability to work both independently and collaboratively in a fast-paced environment.
- Detail-oriented, with strong documentation and process discipline.
- Continuous learner with a proactive approach to technology and process improvement.
By applying for this role, your contact details will be securely stored in our candidate database. If you're not selected for this role, our Talent Acquisition Team may contact you regarding future opportunities that match your profile.Additionally, your email address will be automatically subscribed to our monthly newsletter, as well as special announcements such as upcoming webinars and events that we host. You may unsubscribe from these communications at any time by clicking the Unsubscribe link at the bottom of any of our emails.
