L2/L3 Helpdesk Support Engineer

🔥 15 hours ago

🇱🇰 Sri Lanka – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 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

• Own and resolve L2/L3 escalations across multiple client environments through successful ticket resolution • Diagnose and resolve Microsoft 365 issues involving Exchange Online, SharePoint, Teams, licensing, and related services • Administer and troubleshoot Entra ID environments, including users, groups, Conditional Access, MFA, SSO, authentication, and hybrid identity synchronisation • Troubleshoot client networks, including firewalls, switches, VPNs, wireless connectivity, DNS, DHCP, and general network issues • Manage and support the Kaseya/Datto technology stack for monitoring, patching, remote support, backup verification, and business continuity • Assist with L1 support tickets and collaborate with first-line engineers • Support ticket triage and appropriate escalation of complex incidents • Coordinate escalations, handovers, and technical support requirements with the service delivery team • Collaborate with service desk leadership on prioritisation and technical coordination • Produce documentation covering resolutions, runbooks, knowledge articles, and client-specific configurations • Contribute to root cause analysis and proactive solutions for recurring incidents • Mentor L1 helpdesk engineers and provide technical guidance • Contribute to maintenance activities and project-related technical work

🎯 Requirements

• At least 2–3 years of experience within an MSP or comparable multi-client IT support environment, with demonstrated progression into L2/L3 troubleshooting • Strong practical experience administering Microsoft 365, including Exchange Online, SharePoint, Teams, and licensing • Strong knowledge of Microsoft Entra ID (Azure AD), including user and device management, Conditional Access, MFA, and hybrid identity • Solid networking fundamentals covering TCP/IP, VLANs, routing and switching, firewalls, VPNs, DNS, and DHCP • Ability to independently investigate and resolve complex connectivity and infrastructure issues • Practical experience with the Kaseya/Datto ecosystem, including Datto RMM, Autotask/BMS, and Datto BCDR, is highly desirable • Working knowledge of Veeam Backup & Replication, including job configuration, troubleshooting, and restoration procedures, would be advantageous • Strong written and verbal English communication skills • Self-directed and dependable; comfortable working remotely with minimal supervision • Comfortable operating within a small team and contributing across multiple levels of technical support • Sound judgement when determining whether an issue should be resolved directly or escalated • Preferred certifications include Microsoft 365 Modern Desktop Administrator or Endpoint Administrator, Azure Administrator Associate (AZ-104), Kaseya or Datto product certifications, CompTIA Network+, Cisco CCNA, or comparable networking certification • Previous experience supporting Australian clients within an MSP or offshore support environment • Familiarity with ITIL-aligned service desk processes • Experience with ticketing platforms such as Autotask, ConnectWise, or similar • Basic PowerShell scripting skills

🏖️ Benefits

• 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 • Diji Assist mental health and counseling support • Reimbursement for industry certifications • Open-door culture • Flexible work – home or office • Rewards & recognition • Christmas and financial year-end parties