Senior Service Desk Engineer
About the role
The Senior Service Desk Engineer at Uptime 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, and related technologies, and participating in infrastructure upgrades and technical projects. The position also requires managing incidents, maintaining technical documentation, and contributing to continuous service improvement while mentoring junior engineers. Candidates should have a minimum of 2 years' experience in relevant IT support roles, strong knowledge of Microsoft technologies, and excellent troubleshooting and communication skills. Uptime offers a supportive team culture, exposure to modern technologies, and comprehensive benefits.
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. A bachelor's degree in information technology or a related discipline will be an advantage.
- ITIL Foundation certification, or a willingness to complete it within the first six months of employment.
Nice to have
- 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 should send their resume and contact details of two non-related referees to hr-sl@uptimeglobal.tech, mentioning the applied position in the subject line. The role is based in Colombo, Sri Lanka. ITIL Foundation certification is required or must be completed within the first six months. Microsoft certifications and experience in an MSP environment are advantageous. Comprehensive medical insurance, training facilities, and financial assistance for certifications are provided.
Jobs across Sri Lanka, watched for you.Colombo, Sri Lanka