Senior IT Support Engineer – L2

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

📋 Description

• Deliver first- and second-line assistance to clients and internal users via the service desk.

• Aid first-line colleagues with intricate technical issues.

• Diagnose and resolve problems related to Microsoft 365, Windows, identity, access, endpoints, and applications.

• Accurately and efficiently manage incidents and service requests.

• Keep clear and precise records in the service desk and internal systems.

• Directly communicate with clients through phone, email, and various support channels.

• Provide professional updates throughout the duration of the support process.

• Take ownership of escalated issues and ensure proper follow-through.

• Collaborate with the broader team to enhance the client experience.

• Assist with Microsoft 365 user administration and daily account management tasks.

• Help with onboarding, offboarding, permissions, access modifications, and troubleshooting.

• Support the administration of Microsoft Intune and Microsoft Entra ID.

• Adhere to information security policies, access controls, and established procedures.

• Report security incidents, risks, suspicious activities, and non-conformities.

• Safeguard client and company information with confidentiality and security.

• Complete necessary security training.

• Escalate highly complex issues related to infrastructure, security, or specialized areas.

• Contribute to ongoing improvements and the evolution of the IT support service.

• Assist colleagues and reinforce established service processes.

⛳️ Requirements

• Prior experience in second-line IT support, service desk, or a managed support environment.

• Proficient in handling escalated and technically challenging support issues.

• Strong practical expertise in Microsoft 365 administration and troubleshooting.

• Experience with user accounts, permissions, identity, and access management.

• Solid understanding of Windows devices, endpoint management, and business applications.

• Excellent troubleshooting, problem-solving, and organizational abilities.

• Capability to manage multiple support requests while ensuring quality service.

• Outstanding verbal and written communication skills.

• Confidence in directly communicating with clients and managing their expectations.

• Professional, patient, approachable, and focused on service.

• Comfortable providing support to less experienced colleagues.

• Ability to take ownership of issues and see tasks through to completion.

• Good grasp of information security and established processes.

• Security-conscious approach to managing client and company information.

• Ability to identify when specialist, infrastructure, or security escalation is necessary.

• Experience with Microsoft Entra ID and identity and access management.

• Familiarity with Microsoft Intune and endpoint/device administration.

• Experience with IT service management or ticketing systems.

• Awareness of cybersecurity and knowledge of phishing prevention.

• Relevant Microsoft certifications.

• Identity and Access Administrator Associate certification or equivalent experience.

🏝️ Benefits

• Compensation in Australian Dollars.

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

• Comprehensive OPD coverage for doctor visits and all your medical needs.

• 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.

• Flexible work arrangements – at home or in the office.

• Rewards and recognition initiatives.

• Celebratory events for Christmas and the financial year-end.