HUSTLE IN SRI LANKA, LUNCH IS ON US!

Free lunch every day, plus extra treats to help you grow, earn, and save more!

Health & Wellbeing: Life and Medical Insurance upon 1 month completion (including dependents)
Rewards & Recognition: annual appraisals, awards, company events
Growth & Perks: Free daily meals & treats, career development, certifications, vibrant office culture
Vibrant City Location: Work from Colombo, Sri Lanka (24x7 Roster Shift)

Current or recent MSP experience working across multiple clients and SLAs. (Mandatory)
5+ years IT experience supporting Microsoft Office and Windows Infrastructure environments with Strong Microsoft stack depth, including Microsoft 365, Azure/Entra ID, Intune, Exchange Online, Active Directory, and Group Policy.
Hybrid infrastructure experience (cloud + on‑prem Windows environments).
Hands‑on experience with PSU/ITSM tooling (e.g. ServiceNow, ConnectWise, Autotask, Halo).
Proven experience supporting end users via training and correspondence.
Proven expertise in troubleshooting complex systems and resolving escalated issues in Server and Network in cloud and on-premises infrastructure.
Hands on experience with servers, virtualization and cloud platforms (e.g. Azure).
Experience with monitoring, logging, and incident response tools.
Excellent communication skills—both written and verbal—with the ability to explain technical concepts to non-technical stakeholders.
Strong organizational and prioritization skills to manage multiple client environments effectively.

Background in ITIL or other service management frameworks.
Advanced general technical expertise and or experience in a client-focused IT technical L3 support role.
Ability to de-escalate IT issues encountered and communicate with clients on turnaround times and resolutions.
Experience with IT project work/ management.
Demonstrated high level of customer service and customer advocacy skills and proven ability to build strong relationships with a range of clients.
Ability to work independently, yet part of a collaborative team.
Strong analytical and advanced troubleshooting skills.

Provides predominantly remote technical support to clients under the guidance of the Support Team Lead/ Head of Service Delivery/Shared Services and as part of a team.
Provide advanced technical support to customers.
Troubleshoot and highly advanced IT issues.
Customer liaison via email, and phone.
Log and categorize service requests through helpdesk system.
Responding to and resolving phone and email tickets in a professional, timely manner with an emphasis on high quality customer service.
Keeping abreast of emerging technologies and completing training and ongoing development of your skills as agreed with the Support Team Lead/ Head of Service Delivery.
Participate in IT project design and implementation.
Ownership of large customer environments and provide specialist expertise for those customers.
Ownership of high-level escalations.
Act as an escalation point to any issues encountered by IT Support Technicians and Analysts.
Protect Organization’s ‘Character’ by keeping internal and external information confidential.
Embody the values set by the company.
Aid in the fulfillment of the organizations Vision & Mission through the completion of all requested tasks within your capabilities.

As a Great Place to Work® certified company with top ratings given by our teams, we make sure our people enjoy more than just a job.

IT Support Engineer 3 (Sri Lanka)