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.

Manpower Lanka Solutions (Pvt) Ltd. 12A, Ridgeway Place, Bambalapitiya, Colombo 04.