L2 Support Engineer

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

📋 Description

• Address technical support inquiries within established service levels, providing sustainable long-term solutions.

• Diagnose and assist with macOS, iOS, Windows desktop, and server environments.

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

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

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

• Foster strong client relationships through professional and proactive interactions.

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

• Assist in onboarding and offboarding tasks.

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

• Keep precise technical documentation and support records.

• Contribute to internal knowledge bases and documentation resources.

• Share knowledge with colleagues and support ongoing team development initiatives.

• Seek opportunities for improving workflows, tools, and service delivery processes.

• Stay updated with emerging technologies and industry best practices.

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

• Mentor and guide junior engineers to enhance team capabilities.

• Collaborate with team members on technical projects and service initiatives.

• Positively contribute to a collaborative, high-performing team culture.

⛳️ Requirements

• At least 2+ years of experience in an L2 Support Engineer role within a Managed Service Provider (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 independently while juggling multiple priorities, escalations, and client expectations.

• Essential Tools & Technologies:

• Microsoft 365 and/or Google Workspace administration.

• Remote Monitoring and Management (RMM) platforms.

• IT Service Management (ITSM) and ticketing systems.

• Endpoint protection and patch management solutions.

• Fundamental networking knowledge, including DNS, DHCP, IP addressing, and VLANs.

• Mobile Device Management (MDM) and identity management platforms such as Jamf, Addigy, JumpCloud, Okta, or Entra ID.

• Familiarity with AI-driven tools and their application in technical support environments.

• Preferred Skills:

• Scripting experience with PowerShell, Bash, or Zsh.

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

• Exposure to security frameworks and compliance standards.

• Exceptional verbal and written communication abilities.

• Strong analytical and problem-solving skills.

• Calm and methodical demeanor when working under pressure.

• Excellent organizational and time-management capabilities.

• Proactive mindset with a focus on continuous improvement.

• Team-oriented individual with a passion for mentoring and knowledge sharing.

🏝️ Benefits

• 💰 Receive compensation in Australian Dollars.

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

• 🩺 Generous Outpatient Department (OPD) coverage for various medical needs.

• 🏡 Home office setup allowance to create your ideal workspace.

• 🌐 Internet allowance to ensure you stay connected.

• 💪 Gym and wellness allowance to maintain your fitness and balance.

• 🎉 Work hard, play hard – enjoy regular team events and engagement activities.

• 🧠 Diji Assist – mental health and counseling support available when needed.

• 📚 We invest in your growth – reimbursement for industry certifications.

• 🗣️ Open-door culture – your ideas and feedback are always valued.

• 🌍 Flexible work arrangements – whether at home or in the office, work where you perform best.

• 🏆 Rewards and recognition that truly acknowledge your contributions.

• 🥳 Fantastic Christmas and financial year-end celebrations to unwind with your loved ones.