IT Support Engineer
L1.5/L2 IT Support Engineer providing technical support for a Microsoft-based workplace serving ~300-350 employees at an Australian workforce solutions client. Day to day: triaging incidents in Jira Service Management, troubleshooting Windows endpoints, Microsoft 365/Entra ID, connectivity, and peripherals, escalating complex issues to senior engineers.
- Compensation
- Not disclosed
- Location
- Colombo
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 25+ years
- Category
- It support
- Posted
Skills
Must have
- Hands-on L1/L2 technical support experience within a Microsoft Windows environment
- Ability to troubleshoot Windows endpoints, business applications, and peripheral devices
- Experience supporting and administering Microsoft 365 (user accounts, licensing, permissions, access)
- Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and network connectivity troubleshooting
- Experience managing incidents and service requests through an IT ticketing platform
- Proven ability to provide remote technical support to non-technical users
- Broad troubleshooting capability across internal IT systems and technologies
- Microsoft Intune and endpoint management
- Microsoft Entra ID administration
- Active Directory and Windows Server
- Exchange Online administration
- OneDrive and SharePoint Online administration
- PowerShell for routine administration and troubleshooting
- Hybrid Microsoft identity environments
- Azure fundamentals
- Mobile device and business telephony support
- Strong written and verbal communication skills
- Methodical troubleshooting skills with sound escalation judgement
- Ability to prioritise competing incidents and service requests effectively
- Clear technical documentation and proactive communication with users
Nice to have
- Relevant Microsoft certifications
Full description
About the Role
We are seeking an IT Support Engineer (L1.5/L2) to provide responsive technical support across a Microsoft-based workplace environment supporting approximately 300–350 employees. This role combines frontline user support with more advanced L2 troubleshooting across endpoints, applications, Microsoft 365 services, connectivity, and workplace technology.
You will take ownership of incidents from initial triage through resolution or appropriate escalation, working closely with support colleagues and senior engineers. Success in this role requires strong technical troubleshooting skills, clear communication, accurate documentation, and a proactive approach to delivering reliable IT services across a distributed organisation.
About the Client
You will be working with a well-established Australian workforce solutions organisation with more than 25 years of industry experience. The business delivers recruitment, skills development, and career development solutions across multiple sectors and supports a substantial network of candidates, businesses, and communities throughout Australia.
Operating in a fast-paced and entrepreneurial environment, the organisation values adaptability, collaboration, practical delivery, and a progressive approach to supporting its people and customers.
Ideal Profile
Experience & Role Requirements
- Hands-on experience delivering L1/L2 technical support within a Microsoft Windows environment.
- Demonstrated ability to troubleshoot Windows endpoints, business applications, and peripheral devices.
- Experience supporting and administering Microsoft 365, including user accounts, licensing, permissions, and access.
- Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general network connectivity troubleshooting.
- Experience managing incidents and service requests through an IT ticketing platform.
- Proven ability to provide remote technical support to non-technical users and manage issues through resolution or escalation.
- Broad troubleshooting capability across internal IT systems and technologies.
Tools & Systems
- Microsoft Intune and endpoint management.
- Microsoft Entra ID administration.
- Active Directory and Windows Server.
- Exchange Online administration.
- OneDrive and SharePoint Online administration.
- PowerShell for routine administration and troubleshooting.
- Hybrid Microsoft identity environments.
- Azure fundamentals.