Level 2 IT Support Technician (On-Site - Colombo 03, Sri Lanka)

Job Summary:

Were seeking a proficient Level 2 IT Support Technician to provide hands-on technical support for an active call center located in The Alfred, one of Colombo´s premier business towers, in Sri Lanka. The ideal candidate will be responsible for supporting daily IT operations, maintaining reliable connectivity, and coordinating with off-site Level 3 engineers when needed. This role requires strong troubleshooting skills, a proactive mindset, and the ability to work independently on-site to ensure smooth technical performance across all systems.

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.
• Assist with basic imaging issues (e.g., stuck sessions, password resets, and DUO MFA).
• Handle email and computer troubleshooting and setups.
• Address hardware issues (such as screens, printers, headsets, and basic networking).
• Manage access control within the office.
• Assist with troubleshooting other applications used by the team (insurance portals, ShareFile, lastpass etc).
• Act as a liaison for issues that require higher level of support.
• Perform other tasks as needed to support operations.

Qualifications & Requirements:

• Strong English communication skills (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: Must be available to work on-site, Monday to Friday, from 8:30 AM to 5:30 PM EST (equivalent to 9:00 PM to 5:00 AM Sri Lanka local time). 
• Sound judgment and the capacity to comprehend and execute instructions promptly with minimal supervision.

Preferred Skills:

• Familiarity with Active Directory, Azure, and basic server maintenance.
• Hands-on experience with hardware installation and configuration.
• Previous experience in BPO or call center IT environments preferred.

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.