Level 2 IT Support Technician (On-Site - Havelock Road, Colombo, Sri Lanka)
About the role
This position is for a Level 2 IT Support Technician to provide on-site technical support at a professional call center in Colombo, Sri Lanka. The role involves troubleshooting hardware and software issues, managing workstation setups, supporting VoIP systems, monitoring network connectivity, and maintaining IT equipment. The candidate will also escalate complex issues to Level 3 engineers and ensure reliable technical support in a fast-paced environment. The ideal candidate should have 2–4 years of IT support experience, strong knowledge of Windows OS, Office 365, and basic networking, and be able to work independently with minimal supervision. Experience with VoIP systems, Active Directory, Azure, and previous BPO or call center environments is preferred. The position offers a competitive monthly salary, full-time hours, and opportunities for long-term growth under a U.S.-based management team.
Must have
- Proficient level of English (written and spoken).
- Strong interpersonal with the ability to engage effectively with cross-functional teams, internal leaders, providers, and potential clients.
- Excellent attention to details, organizational and time management skills, with the ability to meet deadlines and manage multiple priorities.
- 2-4 years of IT support experience (Level 2 or higher).
- Strong knowledge of Windows OS, Office 365, and basic networking (LAN/WAN, routers, firewalls).
- Ability to work independently on-site in a professional call center environment.
- Availability to work on-site (Monday - Friday, 9am to 6pm Sri Lanka local time) and adapt to business needs.
- Sound judgment and the capacity to comprehend and execute instructions promptly with minimal supervision.
- Resourceful, accountable, with a strong sense of ownership.
- Out-of-the-box thinker, highly adaptable, reliable, self-motivated, and confident.
- Strong problem-solving skills with the ability to work independently.
- Strong attention to detail and multitasking skills in fast-paced work environments.
- Proficiency in Microsoft Office (Word, Excel, Outlook).
- Familiar with standard business tools (email, spreadsheets, document management).
- Ability to quickly learn new systems, software, and workflows.
- Ability to follow established processes accurately with minimal supervision.
- Interested in long-term career opportunities.
- Able to undergo a background check.
Nice to have
- Experience supporting VoIP systems (3CX, RingCentral, or similar) is a plus.
- Familiarity with Active Directory, Azure, and basic server maintenance, preferred.
- Hands-on experience with hardware installation and configuration, preferred.
- Previous experience in BPO or call center IT environments preferred.
Technologies
- Active Directory
- Azure
- Excel
- Firewall
- Microsoft 365
- Outlook
- VoIP
- WAN
- Windows
Highlights
The role requires on-site work at 324 Havelock Road, Colombo, Sri Lanka, Monday through Friday, 9:00 AM to 6:00 PM local time. Candidates must be able to undergo a background check. The position is full-time and offers a stable, long-term opportunity with growth potential.
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