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Colombo, Western Province, Sri Lanka
Hybrid
We are seeking experienced L2 Service Desk Engineers to provide technical support across diverse customer environments for an established Australian technology and managed services provider.
In this role, you will take ownership of Level 2 incidents and service requests, troubleshoot complex technical issues, respond to critical outages, and ensure outstanding tickets are progressed effectively. You will work independently, applying your technical expertise and sound judgement to investigate issues beyond first-line support.
This is an opportunity to work across a broad technology landscape, including Microsoft 365, Windows Server, cloud infrastructure, networking, identity management and security services.
You will be working with an established Australian-owned business technology and managed services provider supporting organisations across multiple states.
The organisation delivers a comprehensive range of technology solutions, including managed IT services, infrastructure and networking, cloud solutions, cybersecurity and unified communications.
Its workplace culture is built around trust, respect and collaboration, with a strong focus on employee development, innovation and recognising individual contributions. The organisation is guided by four core values: People, Innovation, Integrity and Customer.
Experience & Technical Capabilities
Practical experience providing Level 2 IT support, with the ability to investigate and resolve technical issues beyond basic first-line troubleshooting.
Experience handling customer support calls, managing service tickets and prioritising incidents based on business impact and urgency.
Strong knowledge of on-premises Active Directory, hybrid identity environments, Microsoft Entra ID, Conditional Access and Exchange Online.
Hands-on experience with Microsoft 365 administration and Microsoft Defender for security investigations.
Good understanding of Windows Server, virtualisation, DNS, DHCP, file and storage services, and business applications.
Working knowledge of LAN, WAN, SD-WAN and wireless networking, including Aruba or Cisco Meraki environments.
Familiarity with firewall technologies such as WatchGuard and Check Point.
Understanding of cloud environments, including Microsoft Azure, AWS and Google Cloud.
Experience with ticketing, remote support, monitoring and IT documentation platforms.
Preferred Technical Experience
Direct experience with ConnectWise PSA, ConnectWise Automate, ScreenConnect and IT Glue.
Understanding of the Essential Eight framework and experience performing scheduled security and maintenance activities.
Familiarity with ITIL practices covering incident management, service requests, prioritisation and escalation.
Experience supporting cloud telephony and unified communications, including VoIP, SIP, networking, endpoint and call-quality troubleshooting.
Ability to coordinate technical investigations with customers, carriers and technology vendors.
Communication & Professional Attributes
Strong verbal and written communication skills.
Excellent documentation skills and attention to detail.
Ability to work independently, demonstrate initiative and exercise sound technical judgement.
Strong ownership and accountability when managing incidents through to resolution.
Reliable communication and effective collaboration with colleagues and customers.
Ability to provide clear, structured handovers and escalate issues appropriately.
A customer-focused mindset and commitment to professional service delivery.
Respond to customer support calls, assess business impact and troubleshoot technical issues, aiming for resolution during the initial interaction wherever possible.
Prioritise and investigate critical Priority 1 and Priority 2 incidents promptly, escalating urgent issues when additional expertise or authority is required.
Investigate server outages, unavailable services and network connectivity issues, taking appropriate corrective action.
Take ownership of assigned tickets through to resolution or a well-documented handover, while progressing outstanding and unassigned requests according to urgency and service expectations.
Manage user account and access requests, Microsoft 365 and Exchange Online issues, and on-premises or hybrid identity administration.
Troubleshoot Windows Server, virtualisation, DNS, DHCP, file and storage services, networking and cloud-related technical issues.
Support security investigations using Microsoft Defender and assist with identity and Conditional Access issues in accordance with established procedures.
Execute scheduled operational activities and Essential Eight security tasks, ensuring all completed work is properly documented.
Maintain comprehensive ticket records, including investigation steps, supporting evidence, findings, customer updates and recommended next actions.
Maintain accurate time entries and ensure customer technical documentation is current in IT Glue.
Utilise ConnectWise PSA, ConnectWise Automate and ScreenConnect to manage tickets, monitor customer environments and deliver remote technical support.
Review customer network configurations and technical documentation to support troubleshooting and maintain accurate records.
Escalate complex incidents to the appropriate technical contacts and collaborate with the wider team to ensure service continuity.
💰 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