L1 & L2 System Support Engineer – US Client
About the role
This role is for experienced L1 & L2 System Support Engineers to provide remote technical support for a leading US-based client. Responsibilities include troubleshooting infrastructure issues, managing user accounts, resolving hardware/software/network problems, and ensuring high customer satisfaction during US business hours. The position requires supporting users via ticketing systems, phone, and remote desktop tools, as well as escalating complex issues to senior teams. Applicants must have at least 2 years of direct experience supporting US clients in an L1/L2 IT support capacity, strong English communication skills, and technical proficiency with Windows OS, macOS, Microsoft 365, Active Directory, DNS/DHCP, and enterprise ticketing systems. The role is remote from Sri Lanka, with work during US time zones (night shift), and requires a dedicated home workspace. A bachelor's degree in IT or related field is required; relevant certifications are advantageous. The contract is for 6–12 months with potential for extension or permanency, and offers competitive compensation and exposure to international IT environments.
Must have
- Minimum 2+ years of direct experience supporting US clients/customers in an L1/L2 IT support capacity.
- Exceptional verbal and written English communication skills with a clear, neutral accent.
- Fully flexible and comfortable working US Timezones / Night Shifts.
- Hands-on knowledge of Windows OS, macOS, Microsoft 365, Active Directory, and DNS/DHCP.
- Experience with enterprise ticketing systems (e.g., Jira, ServiceNow, Zendesk).
- Familiarity with remote administration tools and network troubleshooting (VPNs, firewalls, basic routing).
- Must have a dedicated, quiet home workspace with high-speed internet and reliable power backup.
- Bachelor’s degree in IT, Computer Science, or equivalent.
Nice to have
- Certifications such as CompTIA A+/Network+, CCNA, or Microsoft credentials are an advantage.
Technologies
- Active Directory
- CCNA
- DHCP
- DNS
- Firewall
- Jira
- macOS
- Microsoft 365
- ServiceNow
- VPN
- Windows
- Zendesk
Highlights
Applicants must be based in Sri Lanka and able to work night shifts aligned with US time zones. The role is fully remote but requires a quiet home workspace with high-speed internet and reliable power backup. Applications can be submitted via ITPro.lk or by emailing careers@wisdomrecruitments.com.
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