urgent

L1 & L2 System Support Engineer – US / UK Timzone (Hybrid – Colombo, Sri Lanka)

Full Time - Hybrid @ITJobs.lk posted 1 day ago in IT Support & Administration: Email Job

Job Description

Mode: Hybrid (Colombo, 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 US & UK-based clients. 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 and/or UK business hours.

 

Key Responsibilities

  • Provide real-time L1 and L2 technical support to US & UK-based users via ticketing systems, phone, and remote desktop tools.

  • Diagnose and resolve hardware, software, network, operating system, and VPN connectivity issues.

  • Manage user accounts, permissions, and access rights in Active Directory and Microsoft 365.

  • Monitor incoming support tickets, log incidents accurately, and escalate L3 issues to senior engineering teams when necessary.

  • Ensure strict adherence to SLAs, quality standards, and customer satisfaction metrics.

 

Requirements & Qualifications

  • Experience: Minimum 2 to 3 years of direct experience supporting US/UK clients/customers in an L1/L2 IT support capacity.

  • Communication: Exceptional verbal and written English communication skills with a clear, neutral accent.

  • Shift Availability: Fully flexible and comfortable working US & UK Time zones / Night Shifts.

  • Technical Skills:

    • Hands-on knowledge of Windows OS, macOS, Microsoft 365, Active Directory, and DNS/DHCP.

    • Experience with enterprise ticketing systems (e.g., Jira, ServiceNow, Zendesk).

    • Familiarity with remote administration tools and network troubleshooting (VPNs, firewalls, basic routing).

  • Work Setup: Must have a dedicated, quiet home workspace with high-speed internet and reliable power backup.

  • 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

  • Competitive, performance-driven compensation package.

  • Long-term contract flexibility with high potential for extension/permanency based on performance.

  • Direct exposure to international enterprise IT environments and US-based workflows.

 

How to Apply

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