Dijital Team
11 - 50 employees
Dijital Team is a smarter offshoring solution for IT teams. We enable you to build a high performing IT team that will decrease your costs and increase your efficiency - accelerating the growth of your business. We take care of the team so you can take care of the rest.
Centralized Service Engineer – L2
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Dijital Team
11 - 50 employees
Dijital Team is a smarter offshoring solution for IT teams. We enable you to build a high performing IT team that will decrease your costs and increase your efficiency - accelerating the growth of your business. We take care of the team so you can take care of the rest.
📋 Description
• Manage and complete assigned service requests according to scheduled priorities • Maintain accurate and timely time entries and service notes • Document progress, next steps, and outcomes clearly to enable seamless collaboration • Escalate issues appropriately in line with established processes • Identify opportunities for hardware refreshes and technology improvements • Monitor and verify backup success across managed environments • Ensure patching activities are completed and issues are resolved promptly • Maintain device security through vulnerability remediation and patch management • Support ongoing system health and operational reliability • Respond to monitoring alerts and escalate incidents as required • Investigate and resolve infrastructure and system issues • Maintain and improve monitoring configurations to ensure effective coverage • Leverage tools such as Microsoft Intune to improve consistency and efficiency • Identify opportunities to automate repetitive tasks and reduce manual effort • Contribute ideas that enhance service delivery and operational performance • Communicate proactively with customers throughout the lifecycle of service requests • Provide clear updates via phone, email, and collaboration channels • Educate customers on technology best practices and support processes • Deliver a professional and customer-focused support experience • Coordinate with vendors and external partners to support client outcomes • Communicate progress and technical requirements effectively • Promote adherence to established operational and change management processes • Build and maintain positive working relationships with external stakeholders • Participate in change management activities and approvals • Complete required change documentation and reviews • Support change implementation while minimising risk and service disruption • Ensure all changes follow established governance processes • Collaborate closely with technical leadership and team members • Provide regular updates on ticket progress and project activities • Share knowledge, ideas, and recommendations for improvement • Contribute positively to team discussions and operational planning • Maintain accurate and up-to-date technical documentation • Create documentation for new systems, processes, and solutions • Develop user guides and knowledge base resources for repeatable tasks • Ensure documentation standards are consistently upheld
🎯 Requirements
• Minimum 5 years of experience in IT infrastructure, systems engineering, or managed services • Proven experience working within a Managed Service Provider (MSP) environment • Strong customer-facing experience with excellent service delivery skills • Experience supporting networking, infrastructure, and security technologies • Exposure to structured operational and support processes • Advanced Microsoft 365 administration • Advanced Microsoft Azure administration • PowerShell scripting and automation • Endpoint management and device compliance administration • Security operations and security best practices • Networking fundamentals and troubleshooting expertise • Experience with Microsoft Intune or similar endpoint management platforms • Understanding of Conditional Access policies • Experience supporting secure remote working environments • Kaseya platform experience (Nice to Have) • Datto RMM experience (Nice to Have) • Datto Secure Edge experience (Nice to Have) • Experience with remote monitoring and management (RMM) tools (Nice to Have) • Microsoft certifications (Nice to Have) • Azure certifications (Nice to Have) • Networking certifications (Nice to Have) • CISSP, CISM, or equivalent security certifications (Nice to Have) • AI and automation experience (Nice to Have) • Process improvement initiatives (Nice to Have) • Documentation and knowledge management expertise (Nice to Have) • Strong verbal and written communication skills (Professional Attributes) • Logical and methodical troubleshooting approach (Professional Attributes) • Ability to explain technical concepts in clear, user-friendly language (Professional Attributes) • Strong organisational and prioritisation skills (Professional Attributes) • Collaborative team player with a proactive mindset (Professional Attributes) • Adaptable and able to manage competing priorities effectively (Professional Attributes) • Commitment to continuous learning and professional development (Professional Attributes)
🏖️ Benefits
• 💰 Get paid in Australian Dollars • 🏥 Medical insurance from day one for you + spouse (or parents if unmarried) • 🩺 Generous OPD coverage from doctor visits to all your medical needs • 🏡 Home office setup allowance to build your ideal workspace • 🌐 Internet allowance to keep you connected • 💪 Gym & wellness allowance to stay fit and balanced • 🎉 Work hard, play hard – regular team events & engagement activities • 🧠 Diji Assist – Mental health & counseling support when you need it • 📚 We invest in you – reimbursement for industry certifications • 🗣️ Open-door culture – your ideas and feedback always matter • 🌍 Flexible work – home or office, wherever you do your best work • 🏆 Rewards & recognition that actually recognize you • 🥳 Great christmas & financial year-end parties to unwind with your loved ones
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