Support Engineer

Colombo 02, Sri Lanka • Full-Time

Posted on 11 Nov 2025 | Deadline: 30 Nov 2025

Description

We are seeking a dedicated and customer-focused Support Engineer to join our dynamic team. The ideal candidate will be responsible for providing technical support, troubleshooting software and network-related issues, and ensuring smooth IT operations and customer satisfaction. You will handle Level 1 support tasks and work collaboratively with internal technical teams for escalations.

Responsibilities

• Provide technical support and troubleshooting for software and network issues
• Answer customer calls and inquiries while delivering timely and effective solutions
• Resolve Level 1 (L1) technical issues while maintaining agreed service levels
• Collaborate with internal teams to escalate and resolve Level 2 and Level 3 support cases
• Document support activities, resolutions, and maintain accurate technical records

Requirements

• Proven experience in IT support or a similar technical support role
• Basic to intermediate knowledge of software and networking concepts
• Strong communication and problem-solving skills
• Ability to work independently and collaboratively within a team
• Experience in PBX, Contact Center, and CRM systems is an added advantage

Nice to Have

• Familiarity with IT helpdesk or ticketing systems
• Exposure to cloud communication platforms
• Basic knowledge of VoIP, networking protocols, and system administration