Job Openings Managed Services Consultant - L2 & L3

About the job Managed Services Consultant - L2 & L3

WE ARE HIRING: Managed Services Consultant – Level 2/3
Employment Type: Full-time

Role Overview

We are looking for a technically strong and customer-focused Managed Services Consultant – Level 2/3 to provide onsite and remote IT support to Managed Services clients. The role involves delivering 2nd and 3rd level support, proactively managing client IT environments, resolving complex technical issues, and acting as the final point of escalation while ensuring service excellence and adherence to SLAs and ITIL processes.

Key Responsibilities

  • Ensure support SLA targets are achieved

  • Provide L2/3 support for service delivery teams and resolve technical issues

  • Ensure adherence to ITIL standards, specifically Problem and Change Management

  • Maintain and administer systems including Windows desktops, Microsoft Office suite, basic printing, Windows Server support, and end-user support

  • Liaise with third-party vendors as required

  • Ensure service quality through technical competence and attention to detail

  • Strive for high levels of customer feedback scores

  • Maintain effective communication with clients

  • Ensure adherence to Service Delivery policies, processes, and procedures

  • Work with Senior Consultants and Account Management staff to manage the client base

  • Obtain and maintain industry certifications

  • Pursue areas of IT specialisation

  • Identify opportunities to productise new services and offerings

  • Utilise technical specialist skills to help build new products

  • Develop strategies to increase system efficiency

  • Perform system analysis and recommend improvements

  • Act as final escalation point for complex and high-impact issues

  • Provide afterhours on-call support on a roster-based system

  • Coach and mentor junior staff

  • Generate high-quality technical reports and present to stakeholders

  • Support risk identification, process improvement, and key infrastructure upgrades

Qualifications & Experience

Experience

  • Minimum of 5 years IT experience, with Managed Services provider exposure preferred

  • Advanced skills in Wintel environments and a broad range of technologies

  • Advanced skills in Active Directory and Office 365 management

  • Experience with public cloud technologies (Azure/AWS)

  • Advanced knowledge of servers, storage, and associated hardware

  • Advanced experience with virtualised environments such as VMware/Hyper-V, including failover clusters

  • Strong root cause analysis and problem-solving skills

  • Excellent verbal and written communication skills

  • Experience administering Microsoft SQL servers

  • Proven ability to work within and across teams

  • Industry-based certifications

Essential Technical Skills

  • Windows Server Administration (2016 / 2019 / 2022)

  • Active Directory, DNS, DHCP, Group Policy, Entra ID

  • VMware / Hyper-V Virtualization

  • Public Cloud Administration (Microsoft Azure, M365 and/or AWS)

  • Monitoring tools (SCOM, N-Able, LogicMonitor)

  • Backup solutions (Veeam, Commvault, Symantec)

Desired Skills / Other Qualifications

  • Experience with SAN/NAS and enterprise storage solutions

  • Exposure to automation scripting (PowerShell, Python preferred)

  • Basic knowledge of Linux administration

  • Familiarity with ITSM platforms (e.g., ServiceNow)

  • Citrix / WVD management and application publishing

  • ITIL Foundation Certification

  • Experience with Endpoint Protection and Detection platforms (EPP/EDR/XDR)

Special Requirements

You are responsible for understanding, adhering to, and delivering services in accordance with information security requirements outlined in applicable security policies, procedures, and guidelines.

Ready to take your career to new heights?

We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you! Our client is looking for a dynamic individual to fill the role of Managed Services Consultant – Level 2/3.

At InTalent Asia, we're not just recruiters; we're here to architect your career success. Join us in the journey of matching your skills with unparalleled opportunities.

Apply now and see how you can be the perfect fit for this exclusive position!

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