L2 IT Support Engineer

🔥 1 hour ago

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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

• Act as the primary technical support contact for an assigned customer • Provide technical support via phone, email, remote support tools, and the ticketing platform • Investigate and resolve desktop, application, user, and access-related issues • Maintain ownership of support requests through resolution or escalation • Build trusted relationships with customer users • Complete user onboarding and offboarding activities • Create, modify, and disable user accounts • Manage Microsoft 365 licences, security groups, and permissions • Support password resets, MFA, identity management, access, and device provisioning • Administer Microsoft 365 environments, including Exchange Online, Outlook, Teams, OneDrive, and SharePoint • Resolve email, collaboration, calendar, and file-sharing issues • Manage shared mailboxes, Microsoft 365 groups, and user permissions • Assist with Microsoft Entra ID administration • Support customer-specific business applications and routine application administration • Follow procedures, coordinate vendor escalations, and maintain customer documentation • Troubleshoot Windows desktops, laptops, printers, and workplace peripherals • Perform workstation setup, software installations, device configuration, and basic RAM/SSD upgrades • Support VPN and remote access technologies • Escalate complex server, infrastructure, and networking issues • Maintain ticket notes, knowledge bases, and IT documentation • Follow ticket management and escalation processes • Collaborate with service coordinators and senior engineers • Provide support across additional customer environments during periods of increased demand

🎯 Requirements

• Previous experience in Level 1.5, Level 2 Service Desk, or Internal IT Support • Experience supporting Microsoft 365 environments • Strong knowledge of Windows desktop and laptop troubleshooting • Experience with user onboarding, offboarding, and identity management • Experience supporting users via phone, email, and remote support tools • Excellent troubleshooting and problem-solving skills • Strong customer service and communication skills • Ability to prioritize multiple support requests while maintaining attention to detail • Comfortable working independently while collaborating with a remote team • Proficiency with Microsoft 365 Administration, Exchange Online, Outlook/Office, Teams, SharePoint, OneDrive, Microsoft Entra ID, Windows Desktop Support, User Administration, Remote Support Tools, Ticket Management Systems, IT Documentation Platforms, and VPN Troubleshooting • Previous MSP experience highly regarded • Nice-to-have: ConnectWise ScreenConnect, ConnectWise Automate, Active Directory, Windows Server Administration, PowerShell, printer/peripheral support, hardware upgrades, and business application support

🏖️ Benefits

• Get paid in Australian Dollars • Medical insurance from day one for you + spouse (or parents if unmarried) • Generous OPD coverage for everyday healthcare needs • Home office setup allowance • Internet allowance • Gym & wellness allowance • Regular team events and engagement activities • Diji Assist – Mental health and counselling support • Industry certification reimbursement • Open-door culture where your ideas and feedback matter • Flexible work options – work from home or office • Rewards and recognition • Christmas and financial year-end celebrations with the team