Location: 100% Remote (Sri Lanka)

Client: Leading Australia-based IT Services Provider

Employment Type: Full-Time

Target Hours: Australian Business Hours

About the Role

We are seeking a customer-focused Systems Engineer based in Sri Lanka to join a leading Australian IT services provider specializing in managed IT, cloud solutions, cybersecurity, automation, and AI.

In this full-time remote role, you will provide high-quality technical support to Australian corporate clients, manage modern IT environments, and ensure reliable, secure infrastructure performance.

Fluent written and spoken English is essential, as you will interact directly with Australian end-users, explain technical concepts clearly, and take full ownership of support requests.

Key Responsibilities

• Technical Support & Incident Handling: Provide remote, telephone, and email IT support for Australian clients. Answer incoming support calls, log, prioritize, and allocate tickets, and escalate incidents adhering to SLA guidelines.

• Workstation & User Support: Troubleshoot Windows endpoints, user applications, printers, remote connectivity, and VPN issues to resolution.

• Microsoft 365 & Identity Management: Administer M365 ecosystems (Exchange Online, Teams, SharePoint, OneDrive, Microsoft Entra ID, Intune), handling user onboarding, permission updates, and offboarding.

• Server & Virtualization Management: Maintain Windows Server, Active Directory, Group Policy, DNS, DHCP, and Hyper-V virtual environments following approved maintenance protocols.

• Network & Security Operations: Diagnose network issues involving firewalls, switches, Wi-Fi, and VPNs. Monitor system health and endpoint security, review backup status (Veeam/Acronis), apply patches, and assist with recovery testing.

• Projects & Migrations: Assist with infrastructure upgrades, cloud migrations, deployments, testing, and technical documentation.

• Documentation & SLA Management: Maintain accurate ticket logs, time entries, and technical KB articles while identifying recurring technical bottlenecks for continuous improvement.

Essential Skills & Qualifications

• Fluent English Communication: High confidence in handling direct telephone/video calls with Australian business clients and drafting professional technical documentation.

• Proven Systems Administration Experience: Solid background in IT support, Systems Administration, or Managed Services, with hands-on troubleshooting across M365, Windows Server, AD, and Windows endpoints.

• Networking & Virtualization Fundamentals: Practical understanding of TCP/IP, DNS, DHCP, VPNs, firewalls, Wi-Fi, and Hyper-V/virtual environments.

• Tools & Process Knowledge: Practical experience with ticketing, RMM, remote access, patching, endpoint protection, and backup management tools.

• Problem-Solving & Work Ethic: Strong prioritisation abilities, customer-first mindset, and the capability to work independently in a remote setting.

Desirable Skills

• Prior experience in a Managed Service Provider (MSP) environment supporting Australian or international corporate clients.

• Exposure to Microsoft Azure, PowerShell scripting, task automation, or MSP tools like NinjaOne, Veeam, or Acronis.

• Relevant IT qualifications or vendor certifications (Microsoft, Cisco, CompTIA, or Security fundamentals).

Remote Workspace Requirements

• Based in Sri Lanka with a quiet, dedicated, and secure home workspace suitable for professional voice/video client calls.

• High-speed, reliable internet connection with practical backup power and internet connectivity to guarantee uninterrupted uptime.

How to Apply

Interested candidates may apply via ITJobs.lk website or submit their updated CV to hello@itjobs.lk with the subject line “Application – Systems Engineer (Australia)”.