Senior Service Desk Engineer
About the role
The Senior Service Desk Engineer at EvonSys (Pvt) Ltd is responsible for providing technical and operational leadership for the 24x7 Service Desk, supporting global operations from Colombo, Sri Lanka. The role involves hands-on L2 support, managing service queues and SLAs, leading complex incident resolution, ensuring escalation quality, and driving continual improvement. Key responsibilities include monitoring ticket queues, leading incident bridges, maintaining SOPs and knowledge articles, coaching junior engineers, and supporting various ITSM practices. The position requires strong technical expertise in Microsoft 365, Windows, networking, virtualization, backup, security, and automation, as well as excellent communication and customer service skills. Candidates must be willing to work rotational 24x7 shifts, including weekends and on-call coverage.
Must have
- Five or more years in Service Desk or infrastructure support, including at least two years in 24x7 enterprise or MSP/multi-client operations.
- Windows 10/11, macOS, and endpoint troubleshooting.
- Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, and licensing.
- Active Directory, Microsoft Entra ID, Group Policy, MFA, Conditional Access, and Intune.
- Windows Server, DNS, DHCP, file and print services, certificates, event logs, and performance analysis.
- TCP/IP, VLANs, VPN, routing, Wi-Fi, and firewall troubleshooting.
- VMware or Hyper-V virtualization platforms.
- Backup-failure investigation and restore validation.
- RMM, monitoring, logging, alert correlation, and observability.
- Endpoint security, EDR, phishing investigation, patching, and vulnerability remediation.
- PowerShell administration and automation.
- ITSM/PSA tools; experience with PeopleSTM, GLPI, Datto RMM, and Datadog is advantageous.
- Degree in Information Technology, Computer Science, or equivalent practical experience.
- ITIL 4 Foundation certification at appointment or within six months of joining.
- Strong professional English and stakeholder communication skills.
- Excellent analytical, troubleshooting, problem-solving, and documentation skills.
- Strong customer-service focus with clear verbal and written communication.
- Ability to remain accountable and organized during critical incidents and high-volume periods.
- Ability to coach others, provide constructive feedback, and promote consistent service standards.
- Willingness to work within a rotational 24x7 support environment, including weekends and on-call coverage.
Nice to have
- Microsoft, CompTIA, networking, VMware, backup, or monitoring certifications are preferred.
Technologies
- Active Directory
- Azure
- Datadog
- DHCP
- DNS
- EDR
- Microsoft Entra ID
- Firewall
- Hyper-V
- Intune
- ITIL
- macOS
- Microsoft 365
- Observability
- OneDrive
- PowerShell
- SharePoint
- TCP/IP
- Virtualization
- VLAN
- VMware
- VPN
- Wi-Fi
- Windows
- Windows Server
Highlights
The role requires working rotational 24x7 shifts, including weekends and critical-incident on-call. Applicants must be willing to work in Colombo, Sri Lanka, supporting global operations. An attractive package and additional benefits are offered. Application requires consent to EvonSys's privacy policy regarding personal data processing.
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