L2 IT Engineer

This is a fully remote position, open to applicants in Sri Lanka.

📋 Description

• Address escalated Level 2 incidents and service requests from the initial triage phase through to resolution.

• Provide support for client environments that include Microsoft 365, endpoints, identity management, networking, servers, and backup solutions.

• Analyze recurring technical issues and suggest practical solutions or process enhancements.

• Keep precise updates on tickets, document technical findings, and maintain client-environment documentation.

• Elevate complex issues with thorough documentation that outlines business impact, troubleshooting completed, actions taken, and suggested next steps.

• Assist in security monitoring by reviewing routine alerts and swiftly escalating potential security threats.

• Resolve tickets within set service levels while ensuring comprehensive documentation and reducing rates of ticket reopening.

• Provide clear and actionable escalations to empower Level 3 engineers and leadership in addressing complex issues.

• Ensure client documentation remains accurate, pertinent, and current.

• Exhibit ownership, clarity, and care when assisting clients.

⛳️ Requirements

• 2–4 years of experience in IT support, service desk, or managed service provider settings.

• Proficient troubleshooting abilities across Microsoft 365, Windows endpoints, identity management, networking, and common business applications.

• Familiarity with Datto RMM, Autotask PSA, IT Glue, Huntress, Hornetsecurity, CyberQP, ScalePad, Sophos, Cisco, UniFi, or WatchGuard.

• Excellent written and verbal communication skills.

• Capability to work effectively with clients, end users, and technical teams.

• Microsoft, networking, or security certifications are beneficial but not mandatory.

• Interest in data protection, automation, AI, or service optimization.

• Proactive mindset for identifying recurring issues and enhancing technical processes.

• Aspiration to advance into a senior technical or client advisory role.

• Strong sense of ownership, meticulous attention to detail, and dedication to a positive client experience.

🏝️ Benefits

• Paid in Australian Dollars.

• Medical insurance from day one covering you and your spouse (or parents if unmarried).

• Comprehensive OPD coverage from doctor visits to all medical requirements.

• Home office setup allowance.

• Internet allowance.

• Gym and 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 are always valued.

• Flexible work options – home or office.

• Rewards and recognition.

• Christmas and financial year-end parties.