IT Support Engineer

IT Support Engineer (Cloud/Network/Server/Storage/Wireless)

Location: Jaffna, Sri Lanka

Company: Teceze

Department: Managed Services / Infrastructure

Employment Type: Full-time

About the Role

Teceze is expanding our infrastructure team in Jaffna. We’re looking for a hands-on IT Support Engineer with broad experience across Cloud (Azure/AWS), Network (Cisco/Aruba), Servers (Dell/HP/Lenovo), Storage, and Enterprise Wireless. You’ll deliver L1–L2/L3 support, own incidents and changes end-to-end, and help strengthen our managed services for global customers.

What You’ll Do

• Service Operations
• Own incident, request, and change tickets in the ITSM tool (triage, troubleshoot, resolve, and document).
• Meet SLAs and provide clear, timely communication to users and stakeholders.
• Create and maintain SOPs, KB articles, and runbooks.
• Cloud (Azure/AWS)
• Provision and support Azure/AWS resources (VMs/EC2, VNet/VPC, IAM, storage, backups, monitoring).
• Manage Azure AD/Entra ID, Conditional Access, SSO, MFA, Intune/Endpoint Manager.
• Assist with cost optimization, basic automation (PowerShell/CLI), and backup/recovery testing.
• Networking (Cisco/Aruba)
• Configure and support switches, routers, and firewalls (VLANs, STP, routing, ACLs, VPN).
• Implement and troubleshoot Aruba/Cisco wireless (APs, controllers, RF optimization, WPA2/3-Enterprise).
• Monitor performance and security (NetFlow/SNMP/syslog/NAC) and remediate issues.
• Servers & Virtualization
• Deploy and maintain Dell/HP/Lenovo servers and hypervisors (VMware/Hyper-V).
• Support Windows Server roles (AD DS, DNS, DHCP, GPO, File/Print), patching, and performance tuning.
• Conduct hardware diagnostics, firmware/BIOS updates, and capacity planning.
• Storage & Backup
• Administer SAN/NAS solutions, RAID, LUNs, snapshots/replication.
• Operate backup/DR platforms; perform backup integrity checks and restores.
• Security & Compliance
• Apply hardening baselines, vulnerability remediation, and least-privilege access.
• Support audits and maintain asset/config documentation.
• Project & Continuous Improvement
• Assist in migrations (on-prem ⇄ cloud), refreshes, and new site rollouts.
• Propose automation and monitoring improvements to reduce MTTR and incidents.

What You’ll Bring

• Experience: 3–6+ years in IT support/operations across cloud, network, server, storage, and wireless.
• Education: Diploma/Bachelor’s in IT/CS/Engineering (or equivalent hands-on experience).
• Technical Skills (strong working knowledge of):
• Cloud: Azure/AWS core services, Azure AD/Entra, IAM, backup, monitoring, cost basics.
• Networking: Cisco/Aruba switching/routing, wireless design & troubleshooting, VPN, basic firewall rules.
• Servers/Virtualization: Windows Server, VMware/Hyper-V, hardware lifecycle.
• Storage/Backup: SAN/NAS concepts, snapshots, replication, backup tools.
• Scripting/Tools: PowerShell, CLI, Git basics; ITSM (e.g., JSM/ServiceNow), monitoring (e.g., PRTG/Zabbix), RMM, documentation (Confluence/Wikis).
• Certifications (any of the following are a plus):
• Microsoft (AZ-104, AZ-140, MD-102), AWS (SAA-C03).
• Cisco (CCNA/CCNP), Aruba (ACMA/ACMP), Fortinet NSE 3/4.
• VMware VCP, CompTIA Server+/Network+/Security+.
• Soft Skills: Strong troubleshooting mindset, clear communication, customer empathy, ownership, and teamwork.

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