Support Engineer

• Provide first- and second-line support to clients and internal users through the service desk
• Support first-line colleagues with complex technical matters
• Troubleshoot and resolve Microsoft 365, Windows, identity, access, endpoint, and application issues
• Manage incidents and service requests accurately and efficiently
• Maintain clear and accurate service desk and internal-system records
• Communicate directly with clients by phone, email, and other support channels
• Provide professional updates throughout the support lifecycle
• Own escalated issues and ensure appropriate follow-through
• Collaborate with the wider team to deliver a responsive client experience
• Support Microsoft 365 user administration and day-to-day account management
• Assist with onboarding, offboarding, permissions, access changes, and troubleshooting
• Support Microsoft Intune and Microsoft Entra ID administration
• Follow information security policies, access controls, and documented procedures
• Report security incidents, risks, suspicious activity, and non-conformances
• Handle client and company information securely and confidentially
• Complete relevant security training
• Escalate highly complex infrastructure, security, or specialist issues
• Contribute to continuous improvement and the development of the IT support service
• Support colleagues and established service processes

Senior IT Support Engineer – L2

• Own and resolve L2/L3 escalations across multiple client environments through successful ticket resolution
• Diagnose and resolve Microsoft 365 issues involving Exchange Online, SharePoint, Teams, licensing, and related services
• Administer and troubleshoot Entra ID environments, including users, groups, Conditional Access, MFA, SSO, authentication, and hybrid identity synchronisation
• Troubleshoot client networks, including firewalls, switches, VPNs, wireless connectivity, DNS, DHCP, and general network issues
• Manage and support the Kaseya/Datto technology stack for monitoring, patching, remote support, backup verification, and business continuity
• Assist with L1 support tickets and collaborate with first-line engineers
• Support ticket triage and appropriate escalation of complex incidents
• Coordinate escalations, handovers, and technical support requirements with the service delivery team
• Collaborate with service desk leadership on prioritisation and technical coordination
• Produce documentation covering resolutions, runbooks, knowledge articles, and client-specific configurations
• Contribute to root cause analysis and proactive solutions for recurring incidents
• Mentor L1 helpdesk engineers and provide technical guidance
• Contribute to maintenance activities and project-related technical work

Support Engineer jobs in Sri Lanka

Senior IT Support Engineer – L2

L2/L3 Helpdesk Support Engineer