• Serve as the primary point of contact for all incoming customer requests during second shift. • Triaging calls appropriately - routing parts inquiries to the parts department, escalating issues to the next shift when necessary, or providing direct technical support as needed. • Communicate with customers from a technical perspective to understand and resolve equipment issues. • Respond with urgency to resolve unplanned customer issues. • Provide breakdown support for component replacements. • Document customer issues and resolutions in the asset management system. • Utilize ERP system to find parts and arrange shipment to customer outside normal business hours. • Review customer data routinely and react to alarms. • Develop insights and provide actions for customers for improved productivity and efficiency.

• Provide Escalated (Tier 3) support for FoIP and SIP-related technical issues via email, phone and case management system (Zendesk). • Diagnose and troubleshoot SIP signaling, call setup failures, one-way audio, jitter, latency, and packet loss. • Analyze SIP traces, PCAP captures, and logs using tools like Wireshark and tcpdump. • Support T.38 Fax Over IP (FoIP) implementations, troubleshooting failed fax transmissions and improving reliability. • Work with PBX systems (Asterisk, FreePBX, 3CX, etc.), VoIP gateways, and SBCs. • Assist customers with network configurations, NAT traversal and firewall rules. • Escalate complex issues to engineering teams and collaborate with vendors as needed. • Take ownership of reported customer issues and see problems through to resolution, ensuring proper recording and closure of all issues. • Write documentation, knowledge base articles and FAQs, and document troubleshooting steps, best practices and solutions in the company's knowledge base for use by both internal staff and customers. • Test interoperability of new VoIP/FoIP equipment and create user guides for various IP-PBX and SIP-compatible devices for use with our SIP Trunking service.

• Monitor operational pager alerts in an efficient and timely manner. • Improve customer self service through better processes and documentation. • Troubleshoot customer and vendor concerns quickly and efficiently to maintain the highest standards of professional customer service. • Liaise with your technical peers for resolution of escalated cases.

Excis is a global IT support leader, driven by innovation and collaboration. We are seeking a skilled and proactive IT L2 Remote Support Engineer to provide advanced technical support for users and IT systems in a remote environment. The successful candidate will handle escalated technical issues from Level 1 support, troubleshoot complex problems, and ensure the reliability, security, and performance of IT infrastructure and endpoints. The role includes managing devices using Microsoft Intune and supporting cloud-based environments. Join us for a rewarding career in a supportive, family-like environment where you’ll look forward to coming to work every day. - Client in 190+ countries - 6000+ Engineers - 200+ Enterprise Clients We foster an open, friendly, and supportive growth-oriented culture where individual achievements fuel team success. From solving complex IT challenges to celebrating wins together, we put our people first. Start your journey with Excis and grow with us! What You'll Do: - Provide Level 2 technical support for desktops, laptops, mobile devices, and network-related issues. - Troubleshoot and resolve escalated incidents and service requests from Level 1 support teams. - Provide remote support to users using remote desktop and endpoint management tools. - Manage and support Microsoft Intune / Endpoint Manager for device configuration and compliance. - Deploy applications, security policies, and device configurations through Intune. - Manage device enrollment, provisioning, and compliance policies for corporate devices. - Support Azure Active Directory / Microsoft 365 user accounts, permissions, and authentication issues. - Troubleshoot endpoint issues related to Windows devices managed through Intune. - Assist with patch management, device updates, and security policies. - Monitor system alerts and respond to incidents in accordance with SLAs. - Maintain accurate documentation of issues, troubleshooting steps, and solutions. - Collaborate with Level 3 engineers and infrastructure teams for complex issue resolution. Requirements What You Need: - Bachelor’s degree or diploma in Information Technology, Computer Science, or related field (or equivalent experience). - 3–5 years of experience in IT support or help desk roles. - Strong knowledge of Windows 10/11 administration and troubleshooting. - Hands-on experience with Microsoft Intune / Endpoint Manager. - Experience managing Azure Active Directory and Microsoft 365 environments. - Familiarity with networking fundamentals (DNS, DHCP, TCP/IP, VPN). - Experience using remote support tools and IT ticketing systems. - Knowledge of endpoint security, patch management, and device compliance. - Strong communication and customer service skills. - Ability to prioritize tasks and manage multiple incidents simultaneously. Benefits At Excis, your work matters. You’ll be part of a dynamic, hands-on team where your technical expertise directly enhances user satisfaction and operational success. We offer a supportive environment that encourages professional growth, continuous learning, and collaboration across diverse technologies. Enjoy competitive compensation and the chance to contribute to a global IT leader that values innovation and excellence. Ready to make a difference and grow your career? Apply now to join Excis in Sri Lanka and be at the forefront of IT support excellence!