Service Desk Engineer – L1

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

📋 Description

• Provide technical support and customer service for assigned requests.

• Assume responsibility for customer technical issues and ensure they are resolved promptly.

• Manage support requests according to established procedures and service levels.

• Maintain communication with customers during the troubleshooting and resolution process.

• Set realistic expectations and offer updates on the progress of issues.

• Diagnose Microsoft and end-user technology problems.

• Investigate issues and implement appropriate solutions within the scope of the role.

• Escalate issues when specialized assistance is necessary.

• Record troubleshooting steps, outcomes, and next actions taken.

• Contribute to the sharing of internal knowledge and documentation.

• Identify recurring problems and opportunities for enhancing support processes.

• Enhance technical knowledge and service desk capabilities.

⛳️ Requirements

• 2–3 years of experience in a client-facing IT Service Desk or Level 1–1.5 support position.

• Practical experience in supporting Microsoft environments and end users.

• Strong troubleshooting and problem-solving skills.

• Clear, professional, and empathetic communication abilities.

• Organized, reliable, and attentive to detail.

• Comfortable working independently while effectively collaborating with team members.

• Proactive and dedicated to continuous learning.

🏝️ 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 working arrangements – home or office.

• Rewards and recognition.

• Christmas and financial year-end parties.