{"id":2812618,"url":"https://alion.io/job/uptime-system-support-engineer","title":"System Support Engineer","company":{"id":2619058,"name":"Uptime","domain":"uptimeglobal.tech","url":"https://alion.io/company/uptimeglobal","size_band":null,"is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"DevOps","role_family":"DevOps","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Colombo, Sri Lanka"],"countries":["LK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"GCP","optional":false},{"name":"Hyper-V","optional":false},{"name":"ITIL","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-09-18T10:51:26Z","employer_posted_date":null,"last_verified_at":"2026-09-18T10:51:26Z","board_verified":false,"closed_at":null,"days_open":41,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":41},"description":"At UPTIME, we help organizations stay connected, secure, and productive through world-class managed IT services. We're looking for a proactive and customer-focused System Support Engineer to provide exceptional technical support and ensure optimal performance of client IT environments. If you're passionate about troubleshooting, problem-solving, and working with modern technologies, we'd love to hear from you.\n\nRole Overview:\n\nAs a System Support Engineer at UPTIME, you will play a key role in supporting and maintaining critical IT systems for clients across multiple industries. Working within a collaborative MSP environment, you will diagnose and resolve technical issues, manage service requests, and contribute to ensuring high levels of system availability and client satisfaction. If you enjoy solving technical challenges, working with modern technologies, and delivering outstanding service, this is an excellent opportunity to advance your IT career.\n\nKey Responsibilities:\n\nDeliver high-quality remote technical support in line with ITIL-based IT Service Management processes.\n\nRespond to and resolve non-complex incidents, minimising system downtime and user disruption.\n\nEscalate more complex issues to senior engineers or management as appropriate.\n\nUse support tools to manage, track, and follow up on service tickets and requests.\n\nFulfil standard service requests (e.g., computers, printers, MFDs, ICT systems) within agreed SLAs.\n\nMaintain clear, professional communication with users and internal stakeholders.\n\nContribute to team and individual performance targets and KPIs.\n\nAssist in documenting technical processes and creating reference/training materials for the team.\n\nQualifications:\n\n1-2 years' experience in a similar role or relevant third-level IT qualification.\n\nITIL v3/v4 Foundation certified.\n\nExcellent communication skills in both written and spoken English are a MUST.\n\nExperience working with support ticketing tools and remote support platforms.\n\nTechnical experience in:\n\nWindows 10, Windows Server (2008-2019), Exchange\n\nNetworking (VLANs, switches, wireless, routers)\n\nFirewalls (SonicWall, Fortinet, Cisco), AV, web/spam filtering\n\nHyper-V, VMware\n\nOffice 365, Microsoft 365, Azure, AWS, Google Cloud\n\nBackup tools (Veeam, ArcServe, Azure Backup, etc.)\n\nWhy Join Us?\n\nJoin an exciting, multinational work environment that offers opportunities for professional growth and development. 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