IT Support Engineer

ConnectCo (Pvt) Ltd is seeking a skilled and dedicated IT Support Engineer to provide remote technical assistance, manage client systems, and ensure seamless IT operations across multiple environments. The ideal candidate will have hands-on experience in system administration, networking, and cloud services, along with one or more industry-recognized certifications such as CCNA, Microsoft 365, or CompTIA.

Key Responsibilities

• Provide remote support to clients in line with service level objectives by addressing new service requests, continuing in-progress tickets, and delivering high-quality issue resolutions.
• Monitor and manage ticket queues in ConnectWise PSA, including ticket triage, updates, and coordination with internal resources to ensure seamless hand-offs and continuity between shifts.
• Act as an extension of the in-house support team, maintaining ticket progress overnight and on weekends.
• Respond to urgent alerts and requests received outside regular working hours, escalating critical issues as necessary.
• Perform routine server maintenance, patching, and infrastructure monitoring during low-traffic periods to minimize user disruption.
• Communicate progress, documentation updates, and ticket hand-offs clearly to the daytime support team.
• Contribute to ongoing service improvements by identifying recurring after-hours issues or documentation needs.
• Collaborate with the business development team to provide infrastructure and workflow recommendations observed during support.
• Execute the service mission and strategy, ensuring a consistent and high-quality client experience.

Qualifications & Certifications

The ideal candidate will have one or more of the following certifications:

• Intermediate (Associate) to Advanced (Expert) certification in administration of Microsoft 365, Windows, Entra, or Defender.
• Certification in CompTIA A+, Network+, or Security+, or equivalent.
• Apple Certified Support Professional (ACSP) or Apple Certified IT Professional.
• Cisco Certified Network Associate (CCNA).

Requirements

• Proven experience as an IT Support Engineer, Systems Administrator, or Network Technician.
• Familiarity with ConnectWise PSA or similar ticketing platforms.
• Strong knowledge of LAN/WAN, VPNs, and network security.
• Experience with Windows Server, Active Directory, and Microsoft 365 environments.
• Excellent troubleshooting, communication, and documentation skills.

Salary & Benefits - LKR 100,000

• Competitive salary based on experience.
• Performance-based incentives.
• Opportunities for certification and career advancement.
• Exposure to international client environments and advanced technologies.

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