L1 & L2 System Support Engineer – US Client (100% Remote)
Full Time - Remote @ITJobs.lk posted 32 minutes ago in IT Support & Administration: Email JobJob Description
Location: Remote (Sri Lanka)
Employment Type: Full-Time | Contract (6–12 Months, Renewable/Extendable)
Shift: US Timezone (Night Shift)
About the Role
ITJobs.lk is sourcing experienced L1 & L2 System Support Engineers to support a leading US-based client. In this role, you will be responsible for providing high-quality remote technical support, troubleshooting infrastructure issues, and maintaining seamless daily operations for international users during US business hours.
Key Responsibilities
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Provide real-time L1 and L2 technical support to US-based users via ticketing systems, phone, and remote desktop tools.
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Diagnose and resolve hardware, software, network, operating system, and VPN connectivity issues.
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Manage user accounts, permissions, and access rights in Active Directory and Microsoft 365.
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Monitor incoming support tickets, log incidents accurately, and escalate L3 issues to senior engineering teams when necessary.
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Ensure strict adherence to SLAs, quality standards, and customer satisfaction metrics.
Requirements & Qualifications
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Experience: Minimum 2+ years of direct experience supporting US clients/customers in an L1/L2 IT support capacity.
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Communication: Exceptional verbal and written English communication skills with a clear, neutral accent.
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Shift Availability: Fully flexible and comfortable working US Timezones / Night Shifts.
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Technical Skills:
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Hands-on knowledge of Windows OS, macOS, Microsoft 365, Active Directory, and DNS/DHCP.
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Experience with enterprise ticketing systems (e.g., Jira, ServiceNow, Zendesk).
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Familiarity with remote administration tools and network troubleshooting (VPNs, firewalls, basic routing).
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Work Setup: Must have a dedicated, quiet home workspace with high-speed internet and reliable power backup.
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Education/Certifications: Bachelor’s degree in IT, Computer Science, or equivalent. Certifications such as CompTIA A+/Network+, CCNA, or Microsoft credentials are an advantage.
What We Offer
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Competitive, performance-driven compensation package.
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Long-term contract flexibility with high potential for extension/permanency based on performance.
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Direct exposure to international enterprise IT environments and US-based workflows.
How to Apply
Apply directly via ITJobs.lk website or send your CV directly to hello@itjobs.lk (Subject Line: Application – L1/L2 Support Engineer – US Client).
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