L2/L3 Support Engineer

🔥 13 hours 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

• Deliver Level 2 and Level 3 support across cloud, infrastructure, networking, and endpoint environments • Diagnose and resolve escalated technical issues while maintaining ownership through resolution • Manage support requests across ticketing, remote support, email, and phone channels • Maintain professional client communication throughout the support lifecycle • Meet agreed SLAs and follow operational procedures • Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, and Entra ID • Support Windows Server environments including Active Directory, Group Policy, DNS, DHCP, and file services • Configure, maintain, and troubleshoot Hyper-V and VMware virtualisation environments • Support Microsoft Azure and AWS cloud infrastructure • Assist with backup, disaster recovery, and business continuity solutions • Conduct maintenance, patching, monitoring, and infrastructure health checks • Support infrastructure and cloud project planning, migrations, upgrades, and client onboarding • Contribute to solution design, technical policies, standards, and operational processes • Maintain client, technical procedure, ticket, and issue-resolution documentation • Identify automation and operational efficiency improvements • Maintain Confluence and other knowledge-base resources • Ensure ticket updates and time records are accurate and timely • Collaborate with engineers, management, support teams, clients, and technical stakeholders • Share technical knowledge and guide junior team members

🎯 Requirements

• 4+ years of experience within an MSP environment • Proven experience in Level 2 and/or Level 3 IT support • Strong troubleshooting across infrastructure, cloud, networking, and endpoint technologies • Hands-on Microsoft 365 experience, including Intune, Entra ID, Exchange Online, and policy administration • Strong Windows Server administration skills, including Active Directory and Group Policy • Basic experience administering and troubleshooting Hyper-V • Experience using ticketing, time management, and time-tracking systems • Ability to manage competing priorities in a fast-paced support environment • Experience developing technical documentation and operational processes • Strong customer service and phone-based support capabilities • Desirable: healthcare or medical practice management applications • Desirable: ConnectWise PSA, ConnectWise Automate, ScreenConnect, Datto BCDR, SaaS backup solutions, Microsoft Azure, WordPress, cPanel, Action1, Huntress EDR/SAT/ITDR, Inforcer, UniFi, IT procurement, Confluence, SMTP2GO, Splashtop, WP Umbrella, Keeper, Kaseya Quote Manager, MSP360, Microsoft SQL Server • Excellent written and verbal communication skills • Strong attention to detail and accurate documentation • Ability to work independently with minimal supervision • Strong organisational, prioritisation, and time-management skills • Willingness to mentor and share technical knowledge • Commitment to continuous learning and technology improvement

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