IT Support Engineer L3

HUSTLE IN SRI LANKA, LUNCH IS ON US!

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

Awesome perks await in #WeAreTGT: SRI LANKA!

• Health & Wellbeing: Life and Medical Insurance (including dependents)

• Rewards & Recognition: Annual Appraisals, Awards, Festival Bonus, Company events

• Growth & Perks: Free daily meals & treats, career development, certifications, vibrant office culture

• Vibrant City Location: Work from Office Colombo, Sri Lanka (Australian Business hours)

Ideal Candidate Profile

What You'll Bring (Experience)

• 5+ years of hands-on MSP experience delivering Level 3 support across proactive and reactive environments, with expertise in resolving complex technical issues for both internal and external clients.

• Strong analytical and troubleshooting skills with the ability to quickly identify, diagnose, and resolve issues across diverse IT environments.

• Excellent interpersonal and client management skills, with a demonstrated ability to take ownership and accountability for client issues.

• Positive, proactive attitude with a commitment to continuous technical skill development and professional growth.

• Hands-on experience with Windows Server platforms including DNS, DHCP, Active Directory/Azure AD, M365.

• Proficiency in virtualization technologies such as Citrix, VMware, and Hyper-V.

• Experience with backup systems including VEEAM, Datto, or similar solutions.

• Solid understanding of network infrastructure, including LAN/WAN, routing protocols, VPNs, and firewall systems.

• Demonstrated ability to prioritize and manage workloads, ensuring SLAs, KPIs, and customer satisfaction targets are met.

• Advanced experience with Windows Server 2016–2022 administration, including Active Directory and Group Policy management.

• Proficiency in virtualization platforms such as VMware, Hyper-V, or Citrix, including user access management and troubleshooting.

• Hands-on experience with backup and storage solutions, including Veeam, Datto, or cloud-based backup platforms, with alert monitoring and recovery testing.

• Experience managing multiple Microsoft 365 tenants and other cloud email platforms, including domain management and email security.

• Solid understanding of network fundamentals: TCP/IP, DNS, DHCP, routing, switching, and VPN configurations.

• Experience with business-grade wireless networks, including access point setup, controller management, and troubleshooting.

• Familiarity with cloud infrastructure and services (Azure, M365) and hybrid on-prem/cloud integrations.

• Exposure to ITIL-aligned processes and service management best practices.

About Your Professional Certifications

• Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-100, MD-101)

• Microsoft Certified: Azure Administrator Associate (AZ-104)

• Microsoft Certified: Windows Server Hybrid Administrator Associate (AZ-800, AZ-801)

• CompTIA Network+ (N10-008)

• CompTIA Security+ (SY0-701)

• ITIL® Foundation (ITIL 4)

• VMware Certified Professional – Data Center Virtualization (VCP-DCV 2023

• Cisco Certified Network Associate (CCNA 200-301)

About You (Soft Skills)

• Works well both independently and as part of a team

• Highly detail-oriented with strong accuracy in all tasks

• Excellent time management

• Able to thrive under pressure and meet deadlines in a fast-paced setting

• Strong communication skills — fluent in written and spoken English

• Great at problem-solving, analysis, and research

Your Impact Starts Here

• Troubleshoot and resolve complex Level 1 through Level 3 issues across desktops, servers, networks, cloud environments (Azure, AWS, Google, M365), and infrastructure faults via phone, chat, email, remote access, or onsite support.

• Perform ticket triage and prioritization in line with the ITIL® Framework, ensuring timely and efficient resolution of incidents and service requests.

• Deliver technical services and support as part of build and implementation projects, ensuring high-quality outcomes.

• Serve as an escalation point within the IT services team for challenging or high-impact issues.

• Provide outstanding customer service to internal and external clients through professional communication, technical expertise, and timely support.

• Prioritize and manage workload effectively, working autonomously and collaboratively to meet SLAs, KPIs, and CSAT targets.

• Participate in the implementation, administration, configuration, support, and enhancement of client infrastructure environments.

• Monitor and maintain SLA compliance for projects and tickets, escalating issues as needed to ensure resolution.

• Maintain regular communication with team leaders regarding complex issues, ongoing projects, and support escalations.

• Take ownership of professional development, working with Team Leaders and the Services Manager to expand and maintain technical skills.

• Keep all documentation up to date via IT Glue or other knowledge management platforms.

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