A reputed IT services provider is seeking a Helpdesk Technicians (Level 1) to support U.S.-based customers. This is a full-time remote role based in Sri Lanka, requiring strong technical skills, excellent English communication, and the ability to work U.S. hours.
The ideal candidate will handle Level 1 support requests, maintain ticket quality, and follow disciplined helpdesk processes in a Microsoft/Managed Services environment.
SALARY: LKR 70,000 – 100,000
KEY RESPONSIBILITIES:
- Provide Level 1 technical support to U.S. clients via phone, email, and remote tools.
- Troubleshoot issues related to Windows 11, Server 2022/2025, drivers, printers, and connectivity.
- Support Microsoft 365 applications: Outlook, Teams, OneDrive, MFA, and general user issues.
- Perform Active Directory tasks: user creation, password resets, group membership updates.
- Diagnose basic network issues: TCP/IP, DNS, DHCP, default gateway, and routing fundamentals.
- Maintain clean, accurate, and updated ticket documentation.
- Follow escalation procedures for unresolved or complex issues.
- Coordinate with senior engineers and ensure timely resolution of client requests.
REQUIREMENTS:
- Minimum 1 year of Level 1 helpdesk experience in a Microsoft or MSP environment.
- Excellent English communication skills (spoken & written).
- Strong customer-service orientation and discipline in ticket handling.
- Knowledge of firewall/security basics: ports (80, 443, 3389, 587), RDP access, AV status.
- Experience with remote tools such as:
– ConnectWise
– Datto RMM / Datto Backup
– AnyDesk / ScreenConnect / Quick Assist - Ability to work during U.S. Eastern Time (ET) shifts.
BENEFITS:
- Company-provided: Laptop, External Monitor, IP Phone, UPS.
- Training and career development opportunities in a global-tech environment.
- Long-term stable employment with a U.S.-based client.
- Competitive salary with growth potential.
TERMS & CONDITIONS:
- Full-time remote role, with hybrid availability for occasional office visits.
- Work Schedule:
– 8:00 AM – 5:00 PM U.S. Eastern Time (ET)
– Sri Lanka time: 5:30 PM – 2:30 AM (Nov–Mar) / 6:30 PM – 3:30 AM (Mar–Nov) - Work Days: Monday – Friday
- Saturday: On-call only when required
- Follows U.S. holiday calendar
- 3-month probation & permanent employment thereafter
MANDATORY HOME SETUP (You Must Have):
- Stable wired RJ45 Internet connection: minimum 25 Mbps download / 5 Mbps upload.
- A quiet, dedicated workspace suitable for phone-based support during U.S. hours.
HOW TO APPLY:
Email your CV to: This email address is being protected from spambots. You need JavaScript enabled to view it.
Call: 0112581729 / 0112581739
Manpower Lanka Solutions (Pvt) Ltd.
12A, Ridgeway Place, Bambalapitiya, Colombo 04.