Level 2 IT Support Technician (On-Site - Havelock Road, Colombo, Sri Lanka)

Job Summary:

We are seeking an experienced Level 2 IT Support Technician to provide hands-on technical support and maintain daily IT operations at a professional call center located at 324 Havelock Road, Colombo 00600, Sri Lanka. The ideal candidate will have 2–4 years of IT support experience and strong knowledge of Windows operating systems, Microsoft Office 365, computer hardware, and basic networking. Responsibilities include troubleshooting hardware and software issues, setting up and maintaining workstations, supporting VoIP systems, monitoring network connectivity, managing IT equipment, performing system updates, and escalating complex technical issues to remote Level 3 engineers when necessary. The successful candidate must be able to work independently on-site with minimal supervision, demonstrate strong problem-solving and communication skills, and ensure reliable technical support in a fast-paced call center environment. Experience with 3CX, RingCentral, Active Directory, Azure, and previous BPO or call center environments is highly preferred. Availability to work on-site Monday through Friday, from 9:00 AM to 6:00 PM Sri Lanka local time, is required.

Key Responsibilities:

• Provide day-to-day technical support for computers, VoIP systems, and network infrastructure.
• Manage workstation setup, troubleshooting, and system imaging.
• Diagnose and resolve issues related to Windows, hardware, and peripherals.
• Monitor connectivity and ensure uninterrupted call center operations.
• Escalate complex issues to Level 3 or remote teams when necessary.
• Maintain IT inventory, cables, routers, and other related equipment.
• Perform regular system updates, patching, and antivirus checks.
• Perform other duties related to the position as assigned.

Qualifications & Requirements:

• Proficient level of English (written and spoken).
• Strong interpersonal with the ability to engage effectively with cross-functional teams, internal leaders, providers, and potential clients.
• Excellent attention to details, organizational and time management skills, with the ability to meet deadlines and manage multiple priorities.
• 2-4 years of IT support experience (Level 2 or higher).
• Strong knowledge of Windows OS, Office 365, and basic networking (LAN/WAN, routers, firewalls).
• Experience supporting VoIP systems (3CX, RingCentral, or similar) is a plus.
• Ability to work independently on-site in a professional call center environment.
• Availability to work on-site (Monday - Friday, 9am to 6pm Sri Lanka local time) and adapt to business needs.
• Sound judgment and the capacity to comprehend and execute instructions promptly with minimal supervision.
• Familiarity with Active Directory, Azure, and basic server maintenance, preferred.
• Hands-on experience with hardware installation and configuration, preferred.
• Previous experience in BPO or call center IT environments preferred.
• Resourceful, accountable, with a strong sense of ownership.
• Out-of-the-box thinker, highly adaptable, reliable, self-motivated, and confident.
• Strong problem-solving skills with the ability to work independently.
• Strong attention to detail and multitasking skills in fast-paced work environments.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Familiar with standard business tools (email, spreadsheets, document management).
• Ability to quickly learn new systems, software, and workflows.
• Ability to follow established processes accurately with minimal supervision.
• Interested in long-term career opportunities.
• Able to undergo a background check.

Compensation & Benefits:

• Competitive monthly salary based on experience.
• Full-time position with 40 hours weekly.
• Long-term, stable position with growth potential under a U.S.-based management team.
• Great work environment.