5+ years IT experience supporting Microsoft Office and Windows Infrastructure environments with Strong Microsoft stack depth, including Microsoft 365, Azure/Entra ID, Intune, Exchange Online, Active Directory, and Group Policy. Please refer to the job advert for further information.
IT Support Engineer 3 (Sri Lanka)
Awesome perks await in #WeAreTGT: SRI LANKA!
- Health & Wellbeing: Life and Medical Insurance upon 1 month completion (including dependents)
- Rewards & Recognition: annual appraisals, awards, company events
- Growth & Perks: Free daily meals & treats, career development, certifications, vibrant office culture
- Vibrant City Location: Work from Colombo, Sri Lanka (24x7 Roster Shift)
Ideal Candidate Profile
What You'll Bring (Experience)
- Current or recent MSP experience working across multiple clients and SLAs. (Mandatory)
- 5+ years IT experience supporting Microsoft Office and Windows Infrastructure environments with Strong Microsoft stack depth, including Microsoft 365, Azure/Entra ID, Intune, Exchange Online, Active Directory, and Group Policy.
- Hybrid infrastructure experience (cloud + on‑prem Windows environments)
- Hands‑on experience with PSU/ITSM tooling (e.g. ServiceNow, ConnectWise, Autotask, Halo).
- Proven experience supporting end users via training and correspondence.
- Proven expertise in troubleshooting complex systems and resolving escalated issues in Server and Network in cloud and on-premises infrastructure.
- Hands on experience with servers, virtualization and cloud platforms (e.g. Azure).
- Experience with monitoring, logging, and incident response tools.
- Excellent communication skills—both written and verbal—with the ability to explain technical concepts to non-technical stakeholders.
- Strong organizational and prioritization skills to manage multiple client environments effectively.
Your Ideal Knowledge and Experience
- Background in ITIL or other service management frameworks.
- Advanced general technical expertise and or experience in a client-focused IT technical L3 support role.
- Ability to de-escalate IT issues encountered and communicate with clients on turnaround times and resolutions.
- Experience with IT project work/ management.
- Demonstrated high level of customer service and customer advocacy skills and proven ability to build strong relationships with a range of clients.
- Ability to work independently, yet part of a collaborative team.
- Strong analytical and advanced troubleshooting skills.
About You (Soft Skills)
- Works well both independently and as part of a team
- Highly detail-oriented with strong accuracy in all tasks
- Excellent time management
- Able to thrive under pressure and meet deadlines in a fast-paced setting
- Strong communication skills — fluent in written and spoken English
- Great at problem-solving, analysis, and research
Your Impact Starts Here
- Provides predominantly remote technical support to clients under the guidance of the Support Team Lead/ Head of Service Delivery/Shared Services and as part of a team.
- Provide advanced technical support to customers.
- Troubleshoot and highly advanced IT issues.
- Customer liaison via email, and phone.
- Log and categorize service requests through helpdesk system.
- Responding to and resolving phone and email tickets in a professional, timely manner with an emphasis on high quality customer service.
- Keeping abreast of emerging technologies and completing training and ongoing development of your skills as agreed with the Support Team Lead/ Head of Service Delivery.
- Participate in IT project design and implementation.
- Ownership of large customer environments and provide specialist expertise for those customers.
- Ownership of high-level escalations.
- Act as an escalation point to any issues encountered by IT Support Technicians and Analysts.
- Protect Organization’s ‘Character’ by keeping internal and external information confidential.
- Embody the values set by the company.
- Aid in the fulfillment of the organizations Vision & Mission through the completion of all requested tasks within your capabilities.
ABOUT US @ TGT GLOBAL
As a Great Place to Work® certified company with top ratings given by our teams, we make sure our people enjoy more than just a job.
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