4+ years of related experience, ideally working with external clients in the Managed Services or IT Services industry. Please refer to the advert for further information.

As a Senior Service Desk Engineer you will work as a part of our 24x7 Service Desk Operation in providing remote technical support to our customers in Australia and USA. In this position, you’ll work on a wide variety of technical issues and be a part of a dynamic, collaborative team. Customer service and a strong desire to learn and grow are paramount.

Position Responsibilities:
  • Provide telephone/email technical troubleshooting support to the entire customer base of Troubleshooter.
  • Perform advanced troubleshooting and resolving various technical issues related to computer hardware and software problems.
  • Follow-up on open tickets, keeping the clients informed of any updates to their tickets along the way.
  • Log accurate and detailed case notes within the service desk ticketing system.
  • Serve as technical escalation point of contact for Level 1 Service Desk Engineers.
  • Recognize, predict, and communicate potential issues and possible failure points in client systems and processes.
  • Configure and troubleshooting end user issues related to the following technologies: Windows Server, Active Directory, VPN Clients, Microsoft 365, Windows OS, Mac OS, laptop and desktop hardware, Anti-Virus and Malware software, Spam Filtering, and Microsoft Office Applications.
  • Keep client documentation up to date as needed.

Position Requirements:
  • 4+ years of related experience, ideally working with external clients in the Managed Services or IT Services industry.
  • Strong technical aptitude and advanced hands-on experience with the following technologies: Windows Server, Exchange Server, Active Directory, Firewalls, DNS, DHCP, VMWare, - Microsoft 365, Microsoft Office Application and Microsoft Office; hands-on experience with Citrix, Mac’s, and Small Business Server preferred.
  • Stellar written/verbal communication and customer service skills to successfully maintain a high level of collaboration and interaction with clients and colleagues.
  • Sound judgment and decision-making skills to be able to independently make decisions that affect customers without always being able to consult with a supervisor.
  • The ability to deliver excellence independently and excel in a fast-paced, occasionally high stress Service Level Agreement (SLA) driven environment.
  • Strong attention to detail so work is accurate and complete. 
  • A Bachelor's Degree in a related field preferred.
  • Industry certifications from Microsoft and Cisco.

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