L2 Support Engineer

🔥 5 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 reliable technical support and service outcomes across a managed services environment • Maintain secure and reliable IT environments • Resolve service requests and alerts • Support Microsoft technologies • Drive automation and continually improve service delivery • Manage assigned service requests according to established processes and schedules • Maintain accurate and timely work records, including clear next steps • Reschedule work where required and identify device replacement opportunities • Escalate issues according to defined procedures • Monitor backup success and maintain appropriate backup coverage • Manage patching activities and resolve associated issues • Address critical vulnerabilities across managed devices • Respond to and escalate alerts to support incident and problem resolution • Maintain alert templates for appropriate monitoring coverage • Manage tools such as Intune to improve consistency and reduce manual effort • Identify opportunities to automate repetitive tasks and improve service efficiency • Communicate with customers through appropriate channels when working on tickets • Provide clear progress updates and relevant next steps • Educate customers on IT best practices and established service processes • Educate third-party vendors on service processes, particularly change control • Maintain clear communication with vendors regarding progress • Promote relevant industry best practices and their value • Apply change control procedures to changes affecting multiple users or devices • Complete change control and review documentation • Participate in change control and review meetings • Ensure changes are appropriately documented and managed • Share important technical information and updates with the team • Keep senior technical stakeholders informed of job progress • Identify and communicate opportunities for improvement • Update existing documentation following technical changes • Create documentation for newly implemented solutions and processes • Develop user documentation for repeatable tasks, changes, and new systems

🎯 Requirements

• 5+ years of experience in IT infrastructure, systems engineering, or managed services • Experience working within an MSP environment • Advanced experience with Microsoft technologies • Strong customer-facing and customer service capabilities • Experience across networking, infrastructure, and security technologies • Relevant Microsoft certifications • Advanced Microsoft 365 administration • Advanced Microsoft Azure administration • PowerShell scripting and automation • Security best practices and security operations • Networking fundamentals and troubleshooting • Endpoint management and device compliance • Ability to work within structured operational and support processes • Experience with Intune or equivalent endpoint management platforms • Understanding of Conditional Access policies • Experience working within secure remote environments • Kaseya, Datto RMM, or Datto Secure Edge experience • Experience with RMM platforms • Microsoft, Azure, networking, CISSP, CISM, or equivalent certifications • AI and automation experience • Process improvement experience • Documentation and knowledge management experience • Strong verbal and written communication • Logical, structured troubleshooting and sound escalation judgement • Ability to explain technical issues clearly to clients • Ability to manage multiple priorities calmly • Collaborative approach with a willingness to contribute ideas and support colleagues • Commitment to continuous technical and service development

🏖️ 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 where ideas and feedback matter • Flexible work — home or office • Rewards and recognition • Christmas and financial year-end parties