Level 1.5 / Level 2 Support Engineer

About the Role We are seeking a proactive and technically capable Level 1.5/2 Engineer to join a dynamic Service Delivery team supporting a diverse client environment. This role is ideal for an experienced support professional who thrives in a fast-paced managed services environment and enjoys troubleshooting complex technical issues while delivering exceptional customer service. You will act as an escalation point for Level 1 engineers, contribute to automation and process improvements, and play a key role in maintaining and supporting client infrastructure across cloud, server, networking, and security environments. About the Client You will be working with an established Australian IT services provider specialising in managed IT services, technical support, cybersecurity, and business technology solutions. Supporting small to medium-sized businesses across regional Australia, the organisation is known for delivering reliable, scalable, and customer-focused IT services while maintaining a strong commitment to operational excellence and proactive support. 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. country: LK all locations: [Colombo] commitment: Full Time department: location: Colombo team: IT Ideal Profile: Essential Skills & Experience Minimum 3 years of hands-on experience within a Managed Services Provider (MSP) environment Proven experience working within SLA-driven support environments Strong technical expertise across: Windows Operating Systems Microsoft 365 Active Directory Basic networking concepts Experience using service desk and remote support platforms Exposure to or experience with Pia automation tools Strong troubleshooting, analytical, and problem-solving abilities Excellent written and verbal communication skills Ability to work both independently and collaboratively in a fast-paced support environment Strong accountability, ownership, and ticket management capabilities Certifications Microsoft 365 certifications are advantageous ITIL Foundation certification is desirable Desirable Exposure WatchGuardOne Ubiquiti Unifi Ubiquiti UISP ThreatLocker Inforcer ConnectSecure Responsibilities:                Service Desk & Technical Support Provide Level 2 technical support through ConnectWise, phone, email, and remote support tools Troubleshoot and resolve incidents across Microsoft 365, Azure, server, networking, and security environments Support and maintain client infrastructure including servers, workstations, and cloud platforms Manage and progress support tickets in alignment with agreed service levels Escalate complex issues appropriately while maintaining ownership and accountability for outcomes Automation & Process Improvement Utilise Pia to automate service desk tasks and improve ticket resolution efficiency Monitor, maintain, and optimise Pia automation workflows to ensure reliability and performance Contribute to internal process improvements with a focus on ticket triage, queue management, and operational efficiency Documentation & Operational Support Maintain accurate, timely, and detailed technical documentation Ensure tickets and timesheets are logged correctly with proper categorisation and daily updates Assist with maintenance and support activities across client environments when required Collaboration & Team Support Collaborate effectively with both onshore and offshore technical teams Support knowledge sharing and contribute to a positive, service-focused team culture Provide assistance and guidance to junior engineers where required                  How we take care of our team: 💰 Get paid in Australian Dollars🏥 Medical insurance from day one for you + spouse (or parents if unmarried)🩺 Generous OPD coverage from doctor visits to all your medical needs🏡 Home office setup allowance to build your ideal workspace🌐 Internet allowance to keep you connected💪 Gym & wellness allowance to stay fit and balanced🎉 Work hard, play hard – regular team events & engagement activities🧠 Diji Assist – Mental health & counseling support when you need it📚 We invest in you – reimbursement for industry certifications🗣️ Open-door culture – your ideas and feedback always matter🌍 Flexible work – home or office, wherever you do your best work🏆 Rewards & recognition that actually recognize you🥳 Great christmas & financial year-end parties to unwind with your loved ones