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Support Engineer – L2 (Systems, Networking & Security)

14 hours, 57 minutes ago
Sri Lanka
Full-time
Mid Level
Technical Support Engineer
DevOps and Infrastructure
Azure Confluence Cybersecurity Datadog Fortinet IoT Linux macOS
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 22

Description

  • Act as the initial escalation point for non-routine service desk incidents and requests.
  • Diagnose and resolve issues across Microsoft 365, Windows, macOS, Linux, cloud, on-premises infrastructure, networking, and end-user systems.
  • Troubleshoot firewalls, software, peripherals, and remote access technologies within agreed SLAs.
  • Escalate complex or high-risk issues to Level 3 or senior engineers with clear technical findings.
  • Manage tickets, record time, document technical actions, and support service reporting using Autotask PSA and Datto RMM.
  • Follow security and approval processes when implementing changes, installing software, or granting access.
  • Create and maintain technical documentation and knowledge articles in Confluence.
  • Support junior team members, project deployments, upgrades, operational metrics, and continuous improvement initiatives.

Requirements

  • Demonstrated Level 2 support experience in an MSP or similarly varied IT environment.
  • Strong troubleshooting experience across Microsoft 365, Windows, macOS, common business applications, and occasionally Linux.
  • Working knowledge of Microsoft cloud and security services, identity, access, endpoint management, and policy enforcement.
  • Experience supporting both cloud and on-premises environments.
  • Practical knowledge of networking, firewalls, and remote access technologies.
  • Understanding of cybersecurity fundamentals and a security-first approach.
  • Familiarity with the Australian Essential Eight is strongly preferred.
  • Experience with PSA, RMM, and knowledge-management platforms is desirable.
  • Exposure to technologies including Microsoft 365, Intune, Azure, Entra ID, Defender, Datto Autotask, Datto RMM, Hyper-V, VMware, Fortinet, Ubiquiti, and related platforms.
  • Strong communication, documentation, independent investigation, prioritisation, SLA management, and escalation judgment skills.

Benefits

  • Salary paid in Australian Dollars.
  • Medical insurance from day one for employees and eligible dependants.
  • Generous outpatient medical coverage.
  • Home office setup and internet allowances.
  • Gym and wellness allowance.
  • Mental health and counselling support through Diji Assist.
  • Reimbursement for industry certifications.
  • Flexible home or office work, team events, rewards, and recognition.

Interested in this position?

Apply directly on the company website

Apply Now

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