L2 Service Desk Engineer

🔥 0 minutes ago

🇱🇰 Sri Lanka – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👷🏻‍♀️ Engineer

👻 Ghost score 13%

What it means: the chance that no one is really hiring for this job.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

• Provide Level 2 technical support across diverse customer environments • Respond to customer support calls, assess business impact and troubleshoot technical issues • Prioritise and investigate critical Priority 1 and Priority 2 incidents • Investigate server outages, unavailable services and network connectivity issues • Own assigned tickets through resolution or well-documented handover • Progress outstanding and unassigned requests according to urgency and service expectations • Manage user account and access requests, Microsoft 365 and Exchange Online issues, and on-premises or hybrid identity administration • Troubleshoot Windows Server, virtualisation, DNS, DHCP, file and storage services, networking and cloud-related issues • Support Microsoft Defender security investigations and identity and Conditional Access issues • Execute scheduled operational activities and Essential Eight security tasks • Maintain comprehensive ticket records, accurate time entries and current IT Glue documentation • Use ConnectWise PSA, ConnectWise Automate and ScreenConnect to manage tickets, monitor customer environments and deliver remote technical support • Review customer network configurations and technical documentation • Escalate complex incidents and collaborate with the wider team to ensure service continuity

🎯 Requirements

• Practical experience providing Level 2 IT support • Experience handling customer support calls, managing service tickets and prioritising incidents based on business impact and urgency • Strong knowledge of on-premises Active Directory, hybrid identity environments, Microsoft Entra ID, Conditional Access and Exchange Online • Hands-on experience with Microsoft 365 administration and Microsoft Defender for security investigations • Good understanding of Windows Server, virtualisation, DNS, DHCP, file and storage services, and business applications • Working knowledge of LAN, WAN, SD-WAN and wireless networking, including Aruba or Cisco Meraki environments • Familiarity with WatchGuard and Check Point firewall technologies • Understanding of Microsoft Azure, AWS and Google Cloud • Experience with ticketing, remote support, monitoring and IT documentation platforms • Strong verbal and written communication skills • Excellent documentation skills and attention to detail • Ability to work independently, demonstrate initiative and exercise sound technical judgement • Strong ownership and accountability when managing incidents through to resolution • Reliable communication and effective collaboration with colleagues and customers • Ability to provide clear, structured handovers and escalate issues appropriately • Customer-focused mindset and commitment to professional service delivery • Preferred: direct experience with ConnectWise PSA, ConnectWise Automate, ScreenConnect and IT Glue • Preferred: understanding of the Essential Eight framework and scheduled security and maintenance activities • Preferred: familiarity with ITIL practices • Preferred: experience supporting cloud telephony and unified communications, including VoIP, SIP, networking, endpoint and call-quality troubleshooting • Ability to coordinate technical investigations with customers, carriers and technology vendors

🏖️ 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 and engagement activities • Diji Assist mental health and counseling support • Reimbursement for industry certifications • Open-door culture with ideas and feedback valued • Flexible work — home or office • Rewards and recognition • Christmas and financial year-end parties

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