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L1 & L2 System Support Engineer – US Client

Wisdom RecruitmentS    Remote • Full-time

Location: Remote (Sri Lanka)

Employment Type: Full-Time | Contract (6–12 Months, Renewable/Extendable)

Shift: US Timezone (Night Shift)

About the Role

We are sourcing experienced L1 & L2 System Support Engineers to support a leading US-based client. In this role, you will be responsible for providing high-quality remote technical support, troubleshooting infrastructure issues, and maintaining seamless daily operations for international users during US business hours.

Key Responsibilities

  • Provide real-time L1 and L2 technical support to US-based users via ticketing systems, phone, and remote desktop tools.
  • Diagnose and resolve hardware, software, network, operating system, and VPN connectivity issues.
  • Manage user accounts, permissions, and access rights in Active Directory and Microsoft 365.
  • Monitor incoming support tickets, log incidents accurately, and escalate L3 issues to senior engineering teams when necessary.
  • Ensure strict adherence to SLAs, quality standards, and customer satisfaction metrics.

Requirements & Qualifications

  • Experience: Minimum 2+ years of direct experience supporting US clients/customers in an L1/L2 IT support capacity.
  • Communication: Exceptional verbal and written English communication skills with a clear, neutral accent.
  • Shift Availability: Fully flexible and comfortable working US Timezones / Night Shifts.
  • Technical Skills:
    • Hands-on knowledge of Windows OS, macOS, Microsoft 365, Active Directory, and DNS/DHCP.
    • Experience with enterprise ticketing systems (e.g., Jira, ServiceNow, Zendesk).
    • Familiarity with remote administration tools and network troubleshooting (VPNs, firewalls, basic routing).
  • Work Setup: Must have a dedicated, quiet home workspace with high-speed internet and reliable power backup.
  • Education/Certifications: Bachelor’s degree in IT, Computer Science, or equivalent. Certifications such as CompTIA A+/Network+, CCNA, or Microsoft credentials are an advantage.

What We Offer

  • Competitive, performance-driven compensation package.
  • Long-term contract flexibility with high potential for extension/permanency based on performance.
  • Direct exposure to international enterprise IT environments and US-based workflows.

How to Apply

Apply directly via ITPro.lk website or send your CV directly to careers@wisdomrecruitments.com (Subject Line:Application - L1/L2 Support Engineer - US Client).