Senior IT Support Engineer - Microsoft 365 & Infrastructure (Remote, Australia-Focused)
Support end users, manage Microsoft 365 environments, troubleshoot infrastructure issues, and communicate professionally with Australian clients. Requires strong technical knowledge and excellent English communication skills.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Job Description
Level 2/3 IT Support Engineer (Microsoft 365 &Infrastructure)
Location: Remote (Sri Lanka)
Employment Type: Full-Time
Salary: LKR 180,000 – 250,000 per month
About Us
Our client is a growing Managed Services Provider (MSP) supporting businesses across Australia. They
deliver IT support, Microsoft 365 administration, cybersecurity, cloud services, networking, backup
solutions, and infrastructure management to a diverse client base.
They are looking for an experienced IT Support Engineer who can confidently support end users, manage
Microsoft 365 environments, troubleshoot infrastructure issues, and communicate professionally with
Australian clients.
This is a client-facing role requiring excellent technical knowledge and strong spoken English
communication skills.
Key Responsibilities
End User Support
- Provide Level 2 and Level 3 remote technical support
- Troubleshoot Windows 10/11 and macOS issues
- Resolve login, application, email, printer, and performance-related issues
- Support users via phone, email, remote access, and ticketing systems
- Escalate complex issues where required
Microsoft 365 & Identity Management
- Administer Microsoft 365 environments
- Manage Exchange Online, Teams, SharePoint, and OneDrive
- Create, modify, and disable user accounts
- Manage licences, permissions, and group memberships
- Administer Microsoft Entra ID (Azure AD)
- Configure Multi-Factor Authentication (MFA)
- Support Conditional Access policies
- Manage Microsoft Intune devices and compliance policies
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Network & Infrastructure Support
- Troubleshoot DNS, DHCP, VPN, TCP/IP, and connectivity issues
- Support business network infrastructure
- Configure and maintain firewalls
- Assist with VLANs, routing, wireless networks, and VPN connectivity
- Support NAS devices and shared storage environments
Backup & Security
- Monitor and maintain backup systems
- Perform backup verification and recovery tasks
- Support endpoint security solutions including SentinelOne
- Investigate and respond to security alerts
- Assist with security best practices and endpoint protection
Domain & DNS Administration
- Manage domain registrations and renewals
- Configure DNS records such as A Records, MX Records, TXT Records, CNAME Records, SPF, DKIM, and
- DMARC
- Troubleshoot DNS and email delivery issues
Documentation & Compliance
- Maintain accurate technical documentation
- Update network diagrams and client records
- Create and maintain Standard Operating Procedures (SOPs)
- Follow security and compliance requirements
Essential Skills & Experience
- Minimum 4 years experience in IT Support, MSP, Systems Administration, or Infrastructure Support
- Strong Microsoft 365 administration experience
- Experience with Microsoft Entra ID (Azure AD)
- Experience with Microsoft Intune
- Strong Windows desktop troubleshooting skills
- Experience supporting macOS devices
- Strong understanding of networking fundamentals
- Experience with DNS management and email troubleshooting
- Experience with endpoint security platforms such as SentinelOne
- Experience with firewall platforms such as Fortinet, Sophos, Ubiquiti, Cisco, or similar
- Experience with Hyper-V or VMware virtualization
- Basic Linux administration knowledge
- Experience working within an MSP environment supporting multiple clients
- Excellent troubleshooting and problem-solving skills
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Communication Requirements
This is a customer-facing role.
Applicants must have:
- Excellent spoken English
- Excellent written English
- Confidence speaking with Australian business clients over the phone
- Strong customer service skills
- Ability to explain technical concepts to non-technical users
Desirable Certifications
- Microsoft Certified Fundamentals or Associate Certifications
- Azure Fundamentals (AZ-900)
- Microsoft 365 Certifications
- Fortinet Certifications
- CompTIA Network+
- CompTIA Security+
What We Offer
- Fully remote position
- Stable long-term role
- Exposure to Australian business environments
- Opportunity to work with modern cloud and security technologies
- Supportive team culture
- Professional growth and development opportunities
Only shortlisted candidates will be contacted.
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