Systems Engineer (Remote, Australian Customers) | ParagonIT | Sri Lanka

About ParagonIT

ParagonIT is an Australian IT services provider working in managed IT, cloud, cybersecurity, automation and AI. It is hiring a Systems Engineer who lives in Sri Lanka to support Australian business customers remotely.

This is a customer-facing role. Fluent spoken and written English is essential, because you will take support calls, write updates and explain technical problems to people with different levels of technical knowledge.

Key responsibilities

• Provide remote, phone and email support for customer IT systems and own each issue through to resolution
• Answer support calls; log, categorise and prioritise tickets; assign requests to the right engineer; escalate incidents according to agreed service levels
• Troubleshoot Windows workstations, applications, printers, remote access and connectivity, and confirm the customer can work normally before closing a ticket
• Administer Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, Microsoft Entra ID and Intune; handle onboarding, access changes and offboarding
• Support Windows Server, Active Directory, Group Policy, DNS, DHCP and virtualised environments including Hyper-V, following approved change procedures
• Diagnose network problems with firewalls, switches, Wi-Fi, VPNs and internet services, and coordinate with onsite engineers or vendors when physical work is needed
• Monitor alerts through remote monitoring tools, apply approved patches, review backup results and help with restore testing
• Maintain endpoint protection and access controls, and investigate and escalate suspicious activity
• Help with migrations, deployments and infrastructure upgrades, including testing, documentation and customer handover
• Keep accurate ticket notes, timesheets and documentation, and flag recurring issues

Essential skills and experience

• Fluent spoken and written English
• Proven experience in IT support or systems administration across Microsoft 365, Windows endpoints, Windows Server and Active Directory
• Working knowledge of TCP/IP, DNS, DHCP, VPNs, firewalls and Wi-Fi, and experience with virtualised environments
• Experience with ticketing, remote support and monitoring tools, plus patching, endpoint security, backups and recovery
• Customer service, prioritisation and problem-solving skills, including knowing when to escalate
• Able to work independently in a remote team and keep accurate records

Desirable skills

• Managed service provider experience with multiple customers, especially Australian or international businesses
• Exposure to Azure, PowerShell or task automation, and tools such as NinjaOne, Veeam or Acronis
• A relevant IT qualification or Microsoft, networking or cybersecurity certification, or equivalent practical experience

Remote working requirements

• Based in Sri Lanka, with a quiet, secure workspace for customer calls and video meetings
• Reliable internet with backup connectivity and power arrangements
• Available to work an agreed schedule covering Australian business hours. Exact hours and any after-hours or on-call duties are confirmed during recruitment

A 9 am start in Sydney or Melbourne is 4:30 am in Sri Lanka, or 3:30 am during Australian daylight saving (October to April). A 9 am start in Perth is 6:30 am. Plan for an early shift.

How to apply

Email your updated resume to hr@paragon-it.com. The advertisement does not give a closing date.