Senior IT Support Engineer – L2

🔥 2 minutes ago

🇱🇰 Sri Lanka – Remote

⏰ Full Time

🟠 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

• Provide first- and second-line support to clients and internal users through the service desk • Support first-line colleagues with complex technical matters • Troubleshoot and resolve Microsoft 365, Windows, identity, access, endpoint, and application issues • Manage incidents and service requests accurately and efficiently • Maintain clear and accurate service desk and internal-system records • Communicate directly with clients by phone, email, and other support channels • Provide professional updates throughout the support lifecycle • Own escalated issues and ensure appropriate follow-through • Collaborate with the wider team to deliver a responsive client experience • Support Microsoft 365 user administration and day-to-day account management • Assist with onboarding, offboarding, permissions, access changes, and troubleshooting • Support Microsoft Intune and Microsoft Entra ID administration • Follow information security policies, access controls, and documented procedures • Report security incidents, risks, suspicious activity, and non-conformances • Handle client and company information securely and confidentially • Complete relevant security training • Escalate highly complex infrastructure, security, or specialist issues • Contribute to continuous improvement and the development of the IT support service • Support colleagues and established service processes

🎯 Requirements

• Previous experience in a second-line IT support, service desk, or managed support environment • Experience handling escalated and technically complex support issues • Strong practical knowledge of Microsoft 365 administration and troubleshooting • Experience with user accounts, permissions, identity, and access management • Strong understanding of Windows devices, endpoint management, and business applications • Strong troubleshooting, problem-solving, and organisational skills • Ability to manage multiple support requests while maintaining service quality • Excellent verbal and written communication skills • Confidence communicating directly with clients and managing expectations • Professional, patient, approachable, and service-focused • Comfortable supporting less experienced colleagues • Able to take ownership of issues and follow tasks through to completion • Good understanding of information security and documented processes • Security-conscious approach to handling client and company information • Ability to recognise when specialist, infrastructure, or security escalation is required • Microsoft Entra ID and identity and access management experience • Microsoft Intune and endpoint/device administration experience • Experience with IT service management or ticketing systems • Cybersecurity awareness and phishing prevention knowledge • Relevant Microsoft certifications • Identity and Access Administrator Associate certification or related experience

🏖️ 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