Service Desk Engineer (Level 1)

The role

We are currently looking for a motivated and customer-focused Level 1 Service Desk Engineer to join our Colombo operations team. This role is ideal for someone early in their IT career who wants to develop strong technical and customer service skills within a fast-paced Managed Services Provider (MSP) environment.

You will provide remote support to Australian clients while working alongside a local & international team.

Key responsibilities

1. Provide Level 1 remote and telephone support
2. Manage service desk tickets and client requests
3. Software installations and permissions management
4. Support Microsoft 365 and Windows environments
5. Escalate complex issues where required
6. Maintain clear communication and ticket documentation
7. Deliver excellent customer service aligned with values and standards.

Working hours

This role operates across rotating weekday shifts:

1. 4:00am – 1:00pm
2. 5:00am – 2:00pm

(Shifts commence 1 hour earlier during Australian Daylight Savings from October to April.)

Employee group benefits

1. Breakfast provided – enjoy breakfast when working in the office
2. Flexible work arrangements – available after probation, includes home pick up in the morning, when travel to the office is required.
3. Training & support – continuous learning & mentorship
4. Fun & social culture – annual NerdFest party and company events
5. Employee health insurance program

Who we’re looking for

This position is ideal for someone who:

1. Minimum 1 year Service Desk or IT support experience
2. Excellent English verbal and written communication
3. Strong customer service skills
4. Good organisation and attention to detail
5. Ability to work in a fast-paced environment
6. Reliable, professional, and eager to learn

Experience working with Australian, UK, or other Western-based clients or companies will be highly regarded.

Skills & experience

Essential skills

1. Microsoft Active Directory administration
2. Microsoft 365 / Exchange administration
3. Windows Server administration
4. Windows Desktop troubleshooting
5. Microsoft Office Suite knowledge

Bonus skills

1. Networking fundamentals (DNS, TCP/IP, VPN)
2. MSP or outsourced IT support experience

Career growth

This role is ideal for someone looking to grow their career within a fast-paced MSP environment, with opportunities to progress into higher-level engineering roles over time.

About the company

We’ve been helping small & medium-sized businesses stay ahead with reliable Managed IT Services since 2000. With offices in Sydney and Sri Lanka, our team is known for exceptional service, innovation, and a fun, collaborative culture. We’re proud to have been awarded SMB Partner of the Year at the ARN ICT Industry Awards for seven consecutive years (2015–2022).

When applying

Email your cover letter & CV to [email protected] & quote “L1 SD Engineer” in the subject line. Selection process includes a phone/voice interview, technical / practical assessment & in-person interview