Support Operations Engineer - L2 at Dijital Team · Colombo

About the Role

We are seeking an experienced Level 2 Support Engineer to join a dynamic technology team. In this role, you will provide advanced technical support, manage help desk escalations, and help maintain secure, reliable, and well-aligned IT environments for clients.

You will troubleshoot complex technical issues, implement effective technology solutions, and contribute to projects that enhance client systems and experiences. This is an excellent opportunity for an experienced MSP professional looking to work with modern technologies while contributing to a collaborative, innovation-focused environment.

About the Client

You will be working with an established technology and cybersecurity partner with more than two decades of experience delivering secure, reliable, and innovative IT solutions. The organisation is committed to exceptional client service, continuous improvement, professional development, and creating technology environments that support business success.

Ideal Profile

Experience & Qualifications

• Minimum 4 years of experience in IT support within a Managed Service Provider (MSP) environment.
• Strong knowledge of Microsoft systems, IT infrastructure, and networking.
• Relevant tertiary qualifications and industry certifications.

Technical Skills

Experience with the following technologies and platforms will be highly regarded:

• Autotask
• Datto RMM
• IT Glue
• 3CX administration
• SentinelOne
• Microsoft 365 administration
• Intune configuration and deployment
• Conditional Access management

Professional Skills

• Strong verbal and written communication skills.
• Excellent problem-solving capabilities.
• A customer-focused approach with a commitment to delivering exceptional service.
• Ability to collaborate effectively with engineers and cross-functional teams.

Responsibilities

• Provide advanced technical support and troubleshoot client IT systems through help desk escalations.
• Implement, configure, and maintain new IT systems and technologies.
• Accurately document client interactions, technical investigations, and resolutions.
• Support project planning and delivery, ensuring solutions align with client requirements.
• Collaborate with engineering and wider technical teams to deliver comprehensive IT solutions.
• Conduct regular system audits and updates to support optimal system performance and reliability.
• Stay informed about industry developments, emerging technologies, and evolving best practices.
• Contribute to maintaining seamless, secure, and effective IT environments for clients.

How we take care of our team

💰 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 to build your ideal workspace 🌐 Internet allowance to keep you connected 💪 Gym & wellness allowance to stay fit and balanced 🎉 Work hard, play hard – regular team events & engagement activities 🧠 Diji Assist – Mental health & counseling support when you need it 📚 We invest in you – reimbursement for industry certifications 🗣️ Open-door culture – your ideas and feedback always matter 🌍 Flexible work – home or office, wherever you do your best work 🏆 Rewards & recognition that actually recognize you 🥳 Great christmas & financial year-end parties to unwind with your loved ones