Senior Service Desk Engineer
About the role
The Senior Service Desk Engineer at Uptime Global is responsible for providing advanced technical support, resolving escalated incidents, and ensuring high-quality service delivery across multiple client environments. The role involves acting as a technical escalation point for Service Desk Engineers, supporting Microsoft 365, Azure, Intune, Windows Server, networking, security, and endpoint management technologies. Key responsibilities include troubleshooting, root cause analysis, managing incidents and service requests, maintaining technical documentation, and participating in infrastructure upgrades and technical projects. Candidates must have at least 2 years of relevant experience, strong knowledge of Microsoft technologies, and excellent troubleshooting and communication skills. The position offers opportunities to work with modern Microsoft cloud technologies, exposure to challenging projects, and a supportive team culture.
Must have
- Minimum 2 years' experience in a Service Desk, Help Desk, IT Support, Systems Administration, or Managed Services environment, with proven hands-on troubleshooting and customer support experience.
- Strong knowledge of Microsoft technologies, including Microsoft 365, Entra ID (Azure AD), Intune, Exchange Online, Teams, SharePoint, and OneDrive.
- Experience supporting Windows Server environments and network infrastructure.
- Excellent troubleshooting, analytical, and problem-solving skills.
- Strong customer service, communication, and stakeholder management abilities.
- Ability to prioritize workload, manage multiple issues, and work effectively under pressure.
- A Diploma or Certificate-level IT qualification, such as an Australian Certificate IV in Information Technology or an international equivalent, is required.
- ITIL Foundation certification, or a willingness to complete it within the first six months of employment.
Nice to have
- A bachelor's degree in information technology or a related discipline will be an advantage.
- Experience working within an MSP environment will be highly regarded.
- Microsoft certifications such as MS-900, AZ-900, MD-102, or equivalent certifications will be an advantage.
Technologies
- Azure
- Microsoft Entra ID
- Intune
- ITIL
- Microsoft 365
- OneDrive
- SharePoint
- Windows Server
Highlights
Applicants must forward their resume with contact details of two non-related referees, mentioning the applied position in the subject line, to hr-sl@uptimeglobal.tech. The role is based in Colombo 02. Comprehensive medical insurance, access to training facilities, and financial assistance for certifications are provided. ITIL Foundation certification is required or must be completed within six months. Microsoft certifications are advantageous. A bachelor's degree is preferred but not mandatory.
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