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applicants

System Support Engineer

Inbay Uptime Limited    Colombo • Full-time

At UPTIME, we help organizations stay connected, secure, and productive through world-class managed IT services. We're looking for a proactive and customer-focused System Support Engineer to provide exceptional technical support and ensure optimal performance of client IT environments. If you're passionate about troubleshooting, problem-solving, and working with modern technologies, we'd love to hear from you.

Role Overview:

As a System Support Engineer at UPTIME, you will play a key role in supporting and maintaining critical IT systems for clients across multiple industries. Working within a collaborative MSP environment, you will diagnose and resolve technical issues, manage service requests, and contribute to ensuring high levels of system availability and client satisfaction. If you enjoy solving technical challenges, working with modern technologies, and delivering outstanding service, this is an excellent opportunity to advance your IT career.

Key Responsibilities:

  • Deliver high-quality remote technical support in line with ITIL-based IT Service Management processes.
  • Respond to and resolve non-complex incidents, minimising system downtime and user disruption.
  • Escalate more complex issues to senior engineers or management as appropriate.
  • Use support tools to manage, track, and follow up on service tickets and requests.
  • Fulfil standard service requests (e.g., computers, printers, MFDs, ICT systems) within agreed SLAs.
  • Maintain clear, professional communication with users and internal stakeholders.
  • Contribute to team and individual performance targets and KPIs.
  • Assist in documenting technical processes and creating reference/training materials for the team.

Qualifications:

  • 1-2 years' experience in a similar role or relevant third-level IT qualification.
  • ITIL v3/v4 Foundation certified.
  • Excellent communication skills in both written and spoken English are a MUST.
  • Experience working with support ticketing tools and remote support platforms.
  • Technical experience in:
    • Windows 10, Windows Server (2008-2019), Exchange
    • Networking (VLANs, switches, wireless, routers)
    • Firewalls (SonicWall, Fortinet, Cisco), AV, web/spam filtering
    • Hyper-V, VMware
    • Office 365, Microsoft 365, Azure, AWS, Google Cloud
    • Backup tools (Veeam, ArcServe, Azure Backup, etc.)

Why Join Us?

Join an exciting, multinational work environment that offers opportunities for professional growth and development. Enjoy a competitive compensation and benefits package while working within a collaborative and supportive team culture.

Interested candidates can forward their resume, along with contact details of two nonrelated referees.