Engineer - Systems Support - Managed Services (Fixed Term)
TypeRemote job
LocationSri Lanka
Posted3 hours ago
Job Description
Provide first-level technical support to end users by responding to IT incidents, service requests, and technical queries
Perform basic administration and troubleshooting of Windows Server 2019/2022 environments
Support Active Directory administration, including user account creation, password resets, account unlocks, group membership, and access permissions
Assist with DNS, DHCP, Group Policy, and basic network connectivity troubleshooting
Support Microsoft Entra ID administration, including user account management, Multi-Factor Authentication (MFA) registration, and basic identity troubleshooting
Provide basic Microsoft Azure support, including virtual machine monitoring, resource status checks, and service availability monitoring
Support Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive for Business, and Microsoft 365 Apps
Assist with mailbox creation, email configuration, distribution groups, shared mailboxes, and basic email troubleshooting
Support Microsoft Intune device enrolment, compliance checks, application installation, and endpoint configuration
Assist with Microsoft Defender, endpoint protection, antivirus alerts, and basic security investigations
Troubleshoot Windows desktops and laptops, including operating system issues, software installation, updates, and performance-related problems
Diagnose and resolve hardware, printer, peripheral, VPN connectivity, and common network-related issues
Execute basic PowerShell commands and predefined scripts for system administration, troubleshooting, and reporting
Assist with VMware and Hyper-V virtual machine monitoring and basic troubleshooting
Monitor IT infrastructure alerts, system health, backup status, and scheduled tasks, escalating issues when required
Log, update, and manage incidents and service requests through IT Service Management (ITSM) platforms such as ServiceNow, ensuring compliance with Service Level Agreements (SLAs)
Maintain accurate incident records, technical documentation, troubleshooting guides, and Standard Operating Procedures (SOPs)
Follow ITIL-based incident, service request, and change management processes
Escalate complex technical issues to L2/L3 support teams with appropriate troubleshooting details and supporting evidence
Deliver professional customer service and ensure timely communication with end users regarding incident resolution and service requests
Person Specification
Possess 1–2 years of experience in IT support, service desk operations, or systems administration, although fresh graduates with relevant practical knowledge may also be considered
Demonstrate basic hands-on knowledge of Windows Server, Active Directory, DNS, DHCP, and Group Policy
Possess a good understanding of Windows 10/11 operating systems and desktop troubleshooting
Demonstrate basic knowledge of Microsoft Entra ID, user authentication, MFA, and access management
Be familiar with Microsoft 365 administration and troubleshooting, particularly Exchange Online, Microsoft Teams, SharePoint Online, and OneDrive for Business
Possess a basic understanding of Microsoft Azure services and cloud infrastructure
Demonstrate knowledge of Microsoft Intune, endpoint management, device enrolment, and application deployment
Possess a basic understanding of Microsoft Defender and endpoint security solutions
Be familiar with PowerShell commands and basic scripting
Demonstrate basic knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPN, and connectivity troubleshooting
Familiarity with virtualisation technologies such as VMware and Hyper-V will be considered an added advantage
Be familiar with ITSM platforms such as ServiceNow and ITIL-based service delivery processes
Demonstrate strong analytical, troubleshooting, communication, documentation, and customer service skills
Possess the ability to work independently, manage priorities effectively, follow established procedures, and escalate issues appropriately
Microsoft 365 Fundamentals (MS-900), Microsoft Azure Fundamentals (AZ-900), or Microsoft Security, Compliance, and Identity Fundamentals (SC-900) certifications will be considered added advantages
Originally posted on Himalayas
Provide first-level technical support to end users by responding to IT incidents, service requests, and technical queries
Perform basic administration and troubleshooting of Windows Server 2019/2022 environments
Support Active Directory administration, including user account creation, password resets, account unlocks, group membership, and access permissions
Assist with DNS, DHCP, Group Policy, and basic network connectivity troubleshooting
Support Microsoft Entra ID administration, including user account management, Multi-Factor Authentication (MFA) registration, and basic identity troubleshooting
Provide basic Microsoft Azure support, including virtual machine monitoring, resource status checks, and service availability monitoring
Support Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive for Business, and Microsoft 365 Apps
Assist with mailbox creation, email configuration, distribution groups, shared mailboxes, and basic email troubleshooting
Support Microsoft Intune device enrolment, compliance checks, application installation, and endpoint configuration
Assist with Microsoft Defender, endpoint protection, antivirus alerts, and basic security investigations
Troubleshoot Windows desktops and laptops, including operating system issues, software installation, updates, and performance-related problems
Diagnose and resolve hardware, printer, peripheral, VPN connectivity, and common network-related issues
Execute basic PowerShell commands and predefined scripts for system administration, troubleshooting, and reporting
Assist with VMware and Hyper-V virtual machine monitoring and basic troubleshooting
Monitor IT infrastructure alerts, system health, backup status, and scheduled tasks, escalating issues when required
Log, update, and manage incidents and service requests through IT Service Management (ITSM) platforms such as ServiceNow, ensuring compliance with Service Level Agreements (SLAs)
Maintain accurate incident records, technical documentation, troubleshooting guides, and Standard Operating Procedures (SOPs)
Follow ITIL-based incident, service request, and change management processes
Escalate complex technical issues to L2/L3 support teams with appropriate troubleshooting details and supporting evidence
Deliver professional customer service and ensure timely communication with end users regarding incident resolution and service requests
Person Specification
Possess 1–2 years of experience in IT support, service desk operations, or systems administration, although fresh graduates with relevant practical knowledge may also be considered
Demonstrate basic hands-on knowledge of Windows Server, Active Directory, DNS, DHCP, and Group Policy
Possess a good understanding of Windows 10/11 operating systems and desktop troubleshooting
Demonstrate basic knowledge of Microsoft Entra ID, user authentication, MFA, and access management
Be familiar with Microsoft 365 administration and troubleshooting, particularly Exchange Online, Microsoft Teams, SharePoint Online, and OneDrive for Business
Possess a basic understanding of Microsoft Azure services and cloud infrastructure
Demonstrate knowledge of Microsoft Intune, endpoint management, device enrolment, and application deployment
Possess a basic understanding of Microsoft Defender and endpoint security solutions
Be familiar with PowerShell commands and basic scripting
Demonstrate basic knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPN, and connectivity troubleshooting
Familiarity with virtualisation technologies such as VMware and Hyper-V will be considered an added advantage
Be familiar with ITSM platforms such as ServiceNow and ITIL-based service delivery processes
Demonstrate strong analytical, troubleshooting, communication, documentation, and customer service skills
Possess the ability to work independently, manage priorities effectively, follow established procedures, and escalate issues appropriately
Microsoft 365 Fundamentals (MS-900), Microsoft Azure Fundamentals (AZ-900), or Microsoft Security, Compliance, and Identity Fundamentals (SC-900) certifications will be considered added advantages
Originally posted on Himalayas
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