Support Engineer – L2, Systems, Networking & Security

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

📋 Description

• Serve as the primary escalation point for non-standard service desk incidents and requests.

• Analyze and resolve issues related to Microsoft 365, Windows, macOS, and occasionally Linux environments.

• Conduct troubleshooting for cloud and on-premises infrastructure, networking, firewalls, software, peripherals, and end-user systems.

• Advance tickets through to resolution within the agreed Service Level Agreements (SLAs).

• Escalate complex or high-risk issues to Level 3 or senior engineers, providing clear technical findings.

• Utilize Autotask PSA and Datto RMM for ticket management, time recording, documentation of technical actions, and service reporting support.

• Adhere to security and approval procedures prior to implementing changes, installing software, or granting access.

• Develop and maintain technical documentation and knowledge articles in Confluence.

• Share technical expertise with junior team members to enhance service desk capabilities.

• Support project deployments and upgrades.

• Engage in team meetings and contribute to operational metrics and continuous improvement efforts.

⛳️ Requirements

• Proven experience in Level 2 support within a Managed Service Provider (MSP) or similarly diverse IT environment.

• Strong diagnostic and troubleshooting skills across Microsoft 365, Windows, macOS, common business applications, and occasional support for Linux.

• Working knowledge of Microsoft cloud and security services, identity management, access controls, endpoint management, and policy enforcement.

• Experience in supporting both cloud-based and on-premises environments.

• Practical understanding of networking, firewalls, and remote access technologies.

• Solid comprehension of cybersecurity principles.

• Preference for candidates with MSP experience; those from large and diverse internal IT environments will also be considered.

• Familiarity with the Australian Essential Eight is strongly preferred.

• Exposure to PSA, RMM, and knowledge management platforms is desirable.

• Knowledge of SD-WAN, Starlink, IoT, camera, alarm, or building systems is advantageous.

• Experience with Microsoft 365, Intune MDM, Purview, Defender ATP, Defender for Cloud, Azure, Entra ID, SharePoint, Microsoft Teams, Google Workspace, and related security and management platforms.

• Experience with Hyper-V, VMware, 3CX, Adobe products, Fortinet/FortiGate, Ubiquiti, Ruckus Wi-Fi, D-Link, common hardware, and Datto BCDR.

• Excellent written and verbal communication skills alongside strong technical documentation abilities.

• Ability to conduct independent investigations, identify root causes, and determine when senior escalation is necessary.

• Capacity to manage competing priorities, work within SLAs, and maintain accurate ticket and time records.

🏝️ Benefits

• Receive compensation in Australian Dollars.

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

• Comprehensive Outpatient Department (OPD) coverage for doctor visits and 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.

• Rewards and recognition programs.

• Christmas and financial year-end parties.