L2 macOS Support Engineer

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

📋 Description

• Address technical support inquiries within defined service levels, providing sustainable long-term resolutions.

• Diagnose and provide assistance for macOS, iOS, Windows desktop, and server systems.

• Adhere to established support protocols and escalate issues as necessary.

• Ensure transparent and proactive communication with clients throughout the support process.

• Monitor client systems to detect risks, performance issues, and compliance challenges.

• Foster robust client relationships through professional and proactive interaction.

• Serve as a reliable technical resource for support-related inquiries.

• Support onboarding and offboarding procedures.

• Identify ways to enhance client environments and boost operational efficiency.

• Keep precise technical documentation and support logs.

• Contribute to internal knowledge bases and documentation libraries.

• Share knowledge with team members and assist in ongoing team development efforts.

• Recognize opportunities to refine workflows, tools, and service delivery methods.

• Remain updated on emerging technologies and industry best practices.

• Utilize technology and automation to enhance efficiency and service outcomes.

• Mentor and guide junior engineers to strengthen team capabilities.

• Collaborate with peers on technical projects and service initiatives.

• Positively impact a collaborative, high-performance team culture.

⛳️ Requirements

• At least 2+ years of experience in an L2 Support Engineer role within an MSP setting.

• Strong troubleshooting skills across:

• macOS

• iOS

• Windows Desktop

• Windows Server

• Demonstrated ability to manage support requests from start to finish within SLA-driven environments.

• Experience working autonomously while juggling multiple priorities, escalations, and client expectations.

• Administration experience with Microsoft 365 and/or Google Workspace.

• Familiarity with Remote Monitoring and Management (RMM) platforms.

• Knowledge of ITSM and ticketing systems.

• Experience with endpoint protection and patch management solutions.

• Understanding of networking fundamentals including DNS, DHCP, IP addressing, and VLANs.

• Knowledge of MDM and identity management solutions such as Jamf, Addigy, JumpCloud, Okta, or Entra ID.

• Awareness of AI-powered tools and their effective use in technical support environments.

• Scripting skills in PowerShell, Bash, or Zsh.

• Relevant certifications in Microsoft, Apple, or Google technologies.

• Exposure to security frameworks and compliance standards.

• Exceptional verbal and written communication skills.

• Strong analytical and problem-solving capabilities.

• Calm and systematic demeanor when facing pressure.

• Excellent organizational and time-management abilities.

• Proactive attitude focused on continuous improvement.

• Team-oriented individual with a commitment to mentoring and knowledge sharing.

🏝️ 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 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