Microsoft 365 Solutions Engineer

About Avensys Tech
Avensys Tech is a growing Microsoft-focused Managed Service Provider supporting SMEs across the UK and Australia.
Our clients treat us as part of their team. They trust us to understand their business, protect their systems and solve problems properly.
Our support model is different. We don’t have traditional Level 1, Level 2 and NOC silos where tickets are repeatedly passed between teams.
As one of our engineers, you’ll speak directly with clients, investigate issues properly and own them through to resolution.
The opportunity
We’re looking for an experienced IT Support Engineer based in Sri Lanka who wants more than a repetitive service desk role.
You’ll support multiple Microsoft 365 environments across identity, devices, email, collaboration and cybersecurity.
One ticket could be an Outlook issue. The next might involve a Conditional Access block, an Intune compliance failure, a suspicious Entra ID sign-in or a phishing investigation.
You’ll have the freedom to investigate, the responsibility to keep the client informed and access to specialist support when needed.
What you’ll do
Own support tickets from first contact through to resolution.
Administer Microsoft 365 users, licences, groups and mailboxes.
Support Exchange Online, Outlook, Teams, SharePoint and OneDrive.
Manage identities, MFA and access through Microsoft Entra ID.
Administer and troubleshoot Conditional Access.
Manage Windows 11 devices, applications and compliance through Intune.
Support Microsoft Defender for Business and triage security alerts.
Investigate phishing, suspicious sign-ins and compromised accounts.
Complete secure user onboarding and offboarding.
Troubleshoot software, hardware, Wi-Fi, VPN and connectivity issues.
Keep clients informed with clear, useful updates.
Maintain accurate ticket notes and client documentation.
Identify recurring issues and recommend lasting fixes.
Contribute to migrations, device rollouts, security and automation projects.
What we’re looking for
You’ll need the judgement and independence of a strong Level 2 engineer.
You should be able to:
Resolve a broad range of Microsoft 365, Windows 11, endpoint and connectivity issues independently.
Work safely across multiple clients and Microsoft 365 tenants.
Troubleshoot methodically and look beyond temporary fixes.
Handle identities, devices, permissions and client data securely.
Prioritise several active tickets without losing ownership.
Explain technical issues clearly to non-technical users.
Produce accurate ticket notes and useful escalation summaries.
Work reliably and proactively within a remote team.
Around three years of commercial IT support experience will usually provide the breadth needed, but demonstrated ability matters more than exact tenure.
MSP experience is strongly preferred. Experience supporting multiple clients or separate technical environments will also be considered.
Strong spoken and written English is essential.
Essential technical experience
You should have practical experience with:
Microsoft 365 administration
Microsoft Entra ID
Microsoft Intune
Conditional Access
Microsoft Defender for Business or a comparable security platform
Exchange Online and Outlook
Microsoft Teams, SharePoint and OneDrive
Windows 11 support and management
Identity and access management
Device enrolment, configuration and compliance
Application deployment
User onboarding and offboarding
Ticketing, service desk or PSA systems
DNS, DHCP, Wi-Fi and VPN troubleshooting
Phishing and compromised-account investigations
You should also understand core cybersecurity principles, including least privilege, endpoint protection, device compliance and security incident escalation.
Our security approach is aligned with CIS Controls and NIST. We want someone who understands why controls matter, not someone who simply follows a checklist.
Advantageous experience
Any of the following would strengthen your application:
Autotask PSA
Datto RMM or another RMM platform
Microsoft Azure
Azure Virtual Desktop
Windows Server and Active Directory
PowerShell and automation
Microsoft 365 migrations and backup platforms
Firewall and network administration
Microsoft 365 Copilot administration, licensing or user support
Recruitment CRM or applicant tracking systems
Microsoft, CompTIA, Cisco or ITIL certifications
You don’t need everything on this list. Curiosity, sound judgement and a willingness to learn matter more than ticking every box.
Why join Avensys Tech?
You won’t be stuck following scripts or forwarding tickets to the next queue.
You’ll be trusted to work directly with clients, solve meaningful problems and take responsibility for the outcome.
You’ll gain:
Real ownership: Manage issues properly from first contact through to resolution.
Modern Microsoft experience: Work hands-on with Microsoft 365, Entra ID, Intune, Conditional Access and Defender for Business.
International client exposure: Build strong relationships with SMEs across the UK or Australia.
Broader opportunities: Contribute to security improvements, migrations, Azure, automation and Microsoft Copilot adoption.
Visible impact: See how your work helps clients stay productive and secure.
Room to grow: Take on more advanced work as your skills and confidence develop.
A voice in the business: Suggest better ways to solve problems and improve how we support clients.
Our culture
We’re building a team of people who take ownership, communicate openly and care about doing the right thing for the client.
That means being honest when something goes wrong, asking for help when needed and sharing what you learn. It also means challenging slow or repetitive processes and helping us find a better way.
You won’t be expected to know everything. You will be expected to be curious, dependable and willing to take responsibility for finding the answer.
We’ll trust you with meaningful work, listen to your ideas and support you as you take on more advanced Microsoft 365, security, automation and AI responsibilities.
Working arrangements
Full-time, Monday to Friday.
Remote from Sri Lanka.
UK or Australian business hours.
UK hours will adjust between GMT and British Summer Time.

Work arrangement
Yes