Helpdesk Technician – Level 1

Helpdesk Technician – Level 1

[ Must be CompTIA Network+ certified and Microsoft 365 Administrator (MS-102) certified, OR willing to complete both within 90 days]

Work Model:

Remote (home-office) with hybrid availability for occasional office visits

LKR 80,000 LKR month

Work Schedule:

Shift U.S. Eastern Time (ET) Sri Lanka Time Equivalent

Standard 8:00 AM – 5:00 PM USA - 5:30 PM – 2:30 AM (Nov–Mar)

6:30 PM – 3:30 AM (Mar–Nov)

• Days: Monday – Friday

• Saturday: On-call (only if business-required)

• Holidays: Follows U.S. holiday calendar (Sri Lankan holidays not applicable)

Job Summary:

We are seeking a proactive and customer-service-oriented Helpdesk Technician (Level 1) with at least 1 year of hands-on experience supporting IT environments (Microsoft or MSP-based). The ideal candidate must be capable of providing remote technical support to U.S.-based clients, maintaining high ticket hygiene, and ensuring a positive customer experience.

Key Responsibilities:

• Provide Level 1 technical support via phone, email, and remote tools.

• Log, categorize, and resolve IT helpdesk tickets within SLA timelines.

• Troubleshoot issues related to Windows 11, Server 2022/2025, printing, drivers, profiles, and connectivity.

• Support Microsoft 365 applications (Outlook, Teams, OneDrive, Office suite, MFA).

• Perform Active Directory tasks (user creation, password resets, group changes).

• Troubleshoot basic network issues (TCP/IP, DNS/DHCP, gateway, routing).

• Provide general support relating to firewall and security basics (ports, RDP access, antivirus status).

• Escalate complex issues to higher-level support when necessary.

• Maintain ticket documentation and follow internal process guidelines.

• Collaborate effectively with the U.S. team and deliver exceptional customer service.

Required Qualifications & Skills:

• Minimum 1 year of experience in a Level 1 helpdesk or IT support role (preferably in MSP environment).

• Must be CompTIA Network+ certified and Microsoft 365 Administrator (MS-102) certified, OR willing to complete both within 90 days

• Excellent English communication skills (both written and spoken).

• Strong customer service mindset and professionalism during live support.

• Basic understanding of IT concepts including networking, AD, Windows OS, and Microsoft 365.

Preferred Technical Exposure:

• ConnectWise (Remote Access)

• Datto RMM / Backup platforms

• AnyDesk / ScreenConnect / Quick Assist tools

Company-Provided Equipment:

• Company laptop

• External monitor

• IP phone (RJ45)

• UPS

Candidate Requirements:

• Stable wired internet (RJ45 connection) – minimum 25 Mbps download / 5 Mbps upload.

• Quiet, dedicated workspace suitable for handling phone support during U.S. working hours.

• Willingness to work late-night shifts based on U.S. time zones.

Key Personal Attributes:

• Strong work ethics and ability to work independently.

• Quick learner with problem-solving skills.

• Team-oriented, disciplined, and adaptable.

• Ability to handle pressure and deliver within SLAs.

How to Apply:

Interested candidates can send their resumes by Visiting our website at www.lankastaff.lk and navigate to the Overseas Jobs section.

Search for job no : 8875

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If you have any specific questions or queries you may send an email us at admin@lankastaff.lk