Service Desk Level 3 Engineer

About the Role We are seeking an experienced Level 3 Service Desk Engineer to join a high-performing Service Delivery team. This role is responsible for resolving complex technical issues, supporting enterprise infrastructure and cloud environments, and contributing to continuous service improvement initiatives. You will play a critical role in maintaining operational excellence, supporting project delivery activities, and mentoring junior engineers while ensuring exceptional customer outcomes across a diverse technology environment. About the Client You will be working with a well-established managed services provider delivering innovative IT solutions and exceptional customer experiences across a broad client portfolio. The organisation is committed to technical excellence, continuous improvement, and fostering a collaborative culture that empowers its people to grow and succeed. 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: Technical Expertise 4+ years of experience in IT support, systems administration, or infrastructure engineering roles Strong hands-on experience with: Windows Server Active Directory Microsoft 365 Microsoft Azure Networking technologies Experience working with: Hyper-V and/or VMware virtualisation platforms Firewalls and network security solutions Backup and disaster recovery technologies Strong understanding of infrastructure support, cloud environments, and security best practices Professional Skills Excellent troubleshooting and analytical problem-solving capabilities Strong documentation and technical communication skills Ability to manage complex incidents and perform root cause analysis Proven ability to work independently and lead technical initiatives Strong stakeholder management and collaboration skills Certifications Microsoft Certified: Azure Administrator certification is highly desirable ITIL Foundation certification is advantageous Responsibilities: Advanced Technical Escalation & Resolution Act as the final escalation point for complex incidents and service requests Troubleshoot and resolve issues across server, network, cloud, and security environments Conduct root cause analysis and implement long-term solutions to recurring issues Lead critical incident response and recovery activities Infrastructure & Systems Support Support and maintain core infrastructure including Windows Server, Active Directory, Azure, and Microsoft 365 environments Assist with network configuration, firewall administration, and security monitoring Participate in patch management, backup management, disaster recovery planning, and system upgrades Project & Implementation Support Collaborate with project teams on infrastructure deployments, migrations, and rollouts Provide technical expertise during project planning and execution phases Ensure smooth transition of projects into operational support through effective documentation and knowledge transfer Mentoring & Knowledge Sharing Provide technical mentorship and guidance to Level 1 and Level 2 engineers Contribute to the development and maintenance of internal knowledge base documentation Promote technical best practices and continuous learning within the team Tooling & Automation Utilise service management platforms such as AutoTask for ticket management and reporting Identify opportunities to improve operational efficiency through automation and process optimisation Support the integration of monitoring and management tools to enhance service delivery outcomes Security & Compliance Support the enforcement of security policies and vulnerability remediation initiatives Assist with compliance activities and audit readiness requirements Participate in the development and testing of incident response procedures 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