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L2/L3 Helpdesk Support Engineer

7 hours, 41 minutes ago
Sri Lanka
Full-time
Mid Level
Technical Support Engineer
DevOps and Infrastructure
DHCP DNS PowerShell TCP/IP
Apply Now
Dijital Team

Dijital Team

Join Dijital Team, the globally recognized A-Team for IT Services. Explore our open positions and stay ahead in your career.

Internet Software & Services
11-50
Founded 2023
View All Jobs 25

Description

  • Own L2/L3 escalated tickets across multiple client environments through to resolution.
  • Diagnose and resolve Microsoft 365 issues across Exchange Online, SharePoint, Teams, licensing, and related services.
  • Administer and troubleshoot Entra ID, including users, groups, Conditional Access, MFA, SSO, authentication, and hybrid identity synchronisation.
  • Troubleshoot network and connectivity issues involving firewalls, switches, VPNs, wireless, DNS, DHCP, and routing.
  • Support the Kaseya/Datto stack for monitoring, patching, remote support, backup verification, and business continuity.
  • Assist with L1 tickets, triage complex incidents, and coordinate escalations and handovers with the service delivery team.
  • Create and maintain resolution documentation, runbooks, knowledge articles, and client configuration records.
  • Perform root cause analysis, recommend proactive improvements, and mentor L1 helpdesk engineers.
  • Contribute to maintenance activities and project-related technical work.

Requirements

  • 2–3 years of experience in an MSP or comparable multi-client IT support environment, with progression into L2/L3 troubleshooting.
  • Experience administering Microsoft 365, including Exchange Online, SharePoint, Teams, and licensing.
  • Knowledge of Microsoft Entra ID/Azure AD, including user and device management, Conditional Access, MFA, and hybrid identity.
  • Networking knowledge covering TCP/IP, VLANs, routing and switching, firewalls, VPNs, DNS, and DHCP.
  • Ability to independently investigate and resolve complex connectivity and infrastructure issues.
  • Strong written and verbal English communication skills for working with clients and colleagues.
  • Ability to work remotely with minimal supervision and contribute across multiple support levels.
  • Experience with Datto RMM, Autotask/BMS, Datto BCDR, or the Kaseya/Datto ecosystem (highly desirable).
  • Knowledge of Veeam Backup & Replication, including configuration, troubleshooting, and restores (advantageous).
  • Microsoft, Kaseya/Datto, CompTIA Network+, CCNA, or comparable certifications; ITIL, ticketing platform, Australian MSP, and basic PowerShell experience are preferred.

Benefits

  • Salary paid in Australian Dollars.
  • Medical insurance from day one for the employee and spouse or parents.
  • Generous outpatient medical coverage.
  • Home office setup and internet allowances.
  • Gym and wellness allowance.
  • Flexible work from home or office.
  • Mental health and counselling support through Diji Assist.
  • Industry certification reimbursement, team events, and rewards and recognition.

Interested in this position?

Apply directly on the company website

Apply Now

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