1
applicant

Level 1 & 2 Support Engineer

Wisdom RecruitmentS   Remote • Full-time

Client Origin: Leading IT Firm in Australia

Location: Sri Lanka (Fully Remote)

Job Type: Full-Time, Permanent

About the Company:

Our client is a leading, established IT firm based in Australia and expanding their technical support operations and are seeking a highly reliable, proactive Level 1 & 2 Support Engineer in Sri Lanka to manage critical client interactions and system stability.

The Role:

As a Level 1 & 2 Support Engineer, you will serve as the primary technical point of contact for clients across Australia and the United States. This role goes beyond standard ticket-logging; you will be responsible for actively diagnosing technical issues, implementing immediate workarounds, and working collaboratively with the internal engineering ecosystem to deploy permanent fixes.

Due to the global nature of our operations, candidates must demonstrate high flexibility in their availability, including being ready for scheduled on-call duties.

Key Responsibilities:

  • Frontline Technical Support: Act as the primary technical interface to troubleshoot, diagnose, and resolve Level 1 and Level 2 issues reported by Australian and US-based corporate clients.
  • Issue Resolution & Triage: Efficiently identify system anomalies, research solutions, provide technical workarounds, and escalate complex infrastructure blocks appropriately.
  • Cross-Functional Collaboration: Coordinate directly with the internal Software Development and Quality Assurance (QA) teams to reproduce bugs, test patches, and track issue resolutions to completion.
  • Documentation: Maintain meticulous logs of technical incidents, customer communication history, and internal troubleshooting knowledge bases.
  • On-Call Availability: Participate in a rota-based, flexible on-call schedule to guarantee coverage for critical high-priority incidents outside standard business hours.

Required Qualifications & Experience:

  • A professional qualification or degree in Information Technology, Computer Science, Network Engineering, or an equivalent discipline.
  • Proven commercial experience actively working as a Level 1 and Level 2 Support Engineer, preferably handling international clients.
  • Solid foundational knowledge of operating systems, databases, cloud basics, and application log analysis.
  • Exceptional Communication Skills: Flawless verbal and written English communication is mandatory to effectively manage and assist high-value Australian and US clients.
  • Strong critical thinking skills under pressure with a customer-centric troubleshooting mindset.

What’s on Offer:

  • A premium, competitive compensation package aligned with international standards.
  • 100% permanent remote work flexibility from anywhere in Sri Lanka.
  • Direct exposure to advanced enterprise technologies and a collaborative global workforce.

How to Apply

If you meet the technical benchmarks and possess the flexibility required for this role, apply via ITPro.lk website or submit your comprehensive CV directly to careers@wisdomrecruitments.com with the subject line "Application: Level 1 & 2 Support Engineer - Australian Firm".