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Level 3 Support Engineer (Senior/Lead)

1 month, 2 weeks ago
Sri Lanka
Full-time
Senior
Technical Support Engineer
DevOps and Infrastructure
AWS Azure Cisco DNS Fortinet GCP PowerShell Windows Server
Apply Now
Dijital Team

Dijital Team

Join Dijital Team, the globally recognized A-Team for IT Services. Explore our open positions and stay ahead in your career.

Internet Software & Services
11-50
Founded 2023
View All Jobs 13

Description

  • Provide advanced technical support and troubleshooting for complex and routine issues.
  • Act as the primary escalation point for Level 1 and Level 2 support staff.
  • Deliver remote support to customers to minimize downtime and productivity loss.
  • Use support tools to manage, track, and resolve tickets and customer issues.
  • Monitor system performance, identify potential issues, and propose solutions.
  • Manage set-up activities for small to medium-scale deployments and projects.
  • Perform standard setup for computers, printers, multifunction devices, and other ICT systems in line with SLAs.
  • Maintain documentation, including support procedures, system configurations, SOPs, and training materials.
  • Collaborate with cross-functional teams, customers, vendors, consultants, and service providers.
  • Research, test, and help introduce new product offerings and support improvements.

Requirements

  • Security-focused with in-depth knowledge of security best practices.
  • Experience implementing Microsoft Security Suite tools, including Microsoft Defender, Microsoft Sentinel, Microsoft Lighthouse, Microsoft Purview, Microsoft Entra, and Microsoft Intune.
  • Experience with Microsoft Windows operating systems, including Windows 10 and newer.
  • Experience supporting Microsoft Windows Server environments: 2012, 2016, 2019, and 2022.
  • Experience with remote desktop server implementations.
  • Experience with network infrastructure, including switches, VLANs, wireless access points, VPN, DNS, routers, and bridging.
  • Experience with security infrastructure, including firewalls such as SonicWall, Fortinet, and Cisco, plus spam filtering, web filtering, and endpoint protection.
  • Experience deploying, maintaining, and supporting virtualized environments using Hyper-V and VMware.
  • Experience with cloud platforms and services including Office 365, Microsoft 365, Azure, Azure AD, AWS, and Google Cloud.
  • Experience with backup solutions such as Arcserve, Veeam, and Azure Backup.
  • Experience with scripting languages and technologies such as VBScript and PowerShell.
  • Experience in automation is highly regarded, along with proficiency in PowerShell, Roost, and Ginger.
  • Ability and willingness to learn new automation tools quickly.
  • Confidence, strong communication skills, empathy, and the ability to identify inefficiencies and suggest improvements.
  • Willingness to mentor and coach L1 and L2 team members and share knowledge.
  • Ability to deliver training sessions for team members is desirable.

Interested in this position?

Apply directly on the company website

Apply Now

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