IT Support Engineer

🔥 3 minutes ago

🇱🇰 Sri Lanka – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Dijital Team

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤝 B2B

💼 Consulting

☁️ SaaS

B2B • Consulting • SaaS

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

• Monitor and manage incidents and service requests through Jira Service Management, prioritising work according to business impact and agreed service levels • Deliver remote L1/L2 support for Windows laptops, desktop applications, peripherals, and workplace technology • Triage incoming requests and resolve routine first-line issues and complex L2 incidents • Take ownership of internal IT issues across multiple systems and technologies • Collaborate with L1 support colleagues and L3/senior engineers, escalating infrastructure and complex technical issues when required • Troubleshoot Microsoft 365 services, including Outlook, Exchange Online, Teams, OneDrive, and SharePoint Online • Perform routine Microsoft 365 administration covering user accounts, licences, group memberships, permissions, and access • Administer Microsoft Entra ID users and investigate sign-in problems, account lockouts, and multifactor authentication issues • Process approved user onboarding, offboarding, and access changes • Diagnose Windows operating system, application installation, configuration, and performance issues • Troubleshoot workplace devices including printers, photocopiers, headsets, mice, and related peripherals • Investigate connectivity issues involving Wi-Fi, DNS, DHCP, and remote access • Provide initial troubleshooting for mobile devices and fixed-line telephony • Investigate relevant system and server issues within assigned permissions and engage senior engineers when deeper intervention is required • Escalate complex incidents with comprehensive troubleshooting notes, findings, and business impact details • Maintain accurate ticket records and provide timely progress and resolution updates • Support effective use of the Jira portal and document repeatable solutions

🎯 Requirements

• Hands-on experience delivering L1/L2 technical support within a Microsoft Windows environment • Ability to troubleshoot Windows endpoints, business applications, and peripheral devices • Experience supporting and administering Microsoft 365, including user accounts, licensing, permissions, and access • Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general network connectivity troubleshooting • Experience managing incidents and service requests through an IT ticketing platform • Ability to provide remote technical support to non-technical users and manage issues through resolution or escalation • Broad troubleshooting capability across internal IT systems and technologies • Experience with Microsoft Intune and endpoint management • Microsoft Entra ID administration • Active Directory and Windows Server • Exchange Online administration • OneDrive and SharePoint Online administration • PowerShell for routine administration and troubleshooting • Hybrid Microsoft identity environments • Azure fundamentals • Mobile device and business telephony support • Relevant Microsoft certifications • Strong written and verbal communication skills • Methodical troubleshooting skills with sound escalation judgement • Ability to prioritise competing incidents and service requests effectively • Clear technical documentation and proactive communication with users • Collaborative approach with support colleagues and senior engineers • Ability to manage routine support requests alongside complex incidents • Ability to support a broad range of internal IT responsibilities • Effective collaboration with users and colleagues in a remote environment • Adaptable and practical approach in a fast-paced environment • Proactive problem-solving mindset and willingness to investigate unfamiliar technical issues • Ability to learn quickly and take issues through to resolution or appropriate escalation

🏖️ 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 • Internet allowance • Gym & wellness allowance • Regular team events & engagement activities • Mental health & counseling support • Reimbursement for industry certifications • Open-door culture • Flexible work – home or office • Rewards & recognition • Christmas and financial year-end parties