Enter a job title or keyword

SENIOR 2ND LINE SUPPORT TECHNICIAN

Halexo Limited

Job Location:

Colombo - Sri Lanka

Monthly Salary: Not provided by the employer

Experience Required: 5years

Posted: 4 June 2026 (30+ days ago)

Application Deadline: 1 September 2026

Vacancies: 1 Vacancy

The job posting is outdated and position may be filled

Job Summary

The UK based MSP supports over 350 clients with their IT & Telecoms services along with providing guidance consultancy and IT project support. Also provides access to regular Vendor training and certification both online and in person. Reporting to IT Service Manager you will be working with the technical team in delivering excellent IT support and service to our clients helping to ensure both individual and team SLAs are Responsibilities:

Respond to customer calls and tickets on a daily basis resolving them within SLA and keeping the customer updated at all times.
Present SolCo professionally at all times ensuring our customers experience is always a positive one
Project work

Support & Escalations

Act as the senior escalation point for complex incidents from 1st & 2nd Line.
Troubleshoot issues across Azure Microsoft 365 servers virtualisation networking and security tools.
Perform root-cause analysis and document long-term fixes.
Ensure SLA compliance and deliver a high-quality support experience.

Infrastructure & Cloud Management

Manage Azure resources (VMs networking security automation).
Maintain Windows Server AD DNS DHCP GPO and hybrid setups.
Oversee patching monitoring backups and system health across client estates.
Implement and maintain security best practices.

Project Delivery

Lead migrations deployments security improvements and infrastructure upgrades.
Plan and document solutions producing low-level designs and technical scopes.
Work closely with Technical Leads and project managers to deliver successful outcomes.

Client Interaction

Attend client sites for escalations installations or project work when required.
Communicate confidently with technical and non-technical stakeholders.
Provide proactive recommendations to improve stability security and performance.

Team Contribution

Mentor 1st2nd Line engineers and support knowledge sharing.
Help refine internal processes documentation and technical standards.
Support the adoption of new tools platforms and technologies.

Requirements

25 years experience in IT support ideally within an MSP.
Strong capability across; Microsoft 365 & Azure InTune Windows Server AD DNS DHCP GPO Networking VLANs routing firewalls switching Hyper-V / VMware Backup & DR solutions Security tooling MFA conditional access
Proven ability to resolve complex technical issues and take ownership.
Strong documentation communication and time-management skills.
Calm structured approach to problem-solving.
Certifications (MS-900AZ-900 SC-900 AZ-700 AZ-104)
Confident dealing with senior stakeholders and business owners.
Proactive mindset not just fixing issues but improving environments.
Enjoys mentoring and supporting skill development in others.
Comfortable on-site when required.

Required Skills:

Experience with PSA (Autotask) Expertise in supporting and managing major Microsoft technologies including Entra ID Intune Office365 Azure SharePoint Teams and On-Premises Operating Systems. Experience in supporting and managing Firewalls Switches Wireless Access Points and VPN technologies. Familiarity with MSP tools like Autotask PSA Datto RMM and BCDR BrightGauge and Hudu. Advanced level with PowerShell and other scripting languages for application deployment reporting and automation. Experience working for a Managed Service Provider (MSP) or IT Support Business. Has active (or ability to attain) Microsoft certifications including but not limited to Cloud & AI Platforms AI Business Solutions or Security. Working Hours: 6.30 AM - 3.30 PM IST (Mon-Fri)

Apply Now