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Colombo, Western Province, Sri Lanka
Hybrid
We are looking for a skilled and customer-focused Level 2 (L2) Engineer to deliver high-quality technical support across Microsoft 365, Azure, and associated cloud technologies.
This hands-on role involves resolving technical incidents, managing service requests, and troubleshooting complex issues while delivering an exceptional customer experience. You will take ownership of support tickets, maintain accurate technical documentation, and contribute to continuous service improvements.
The ideal candidate is a proactive problem-solver who combines strong technical expertise with excellent communication skills, accountability, and a genuine commitment to professional development.
You will be working with an established Australian technology and data solutions provider that helps businesses operate more efficiently through secure, reliable, and innovative IT services.
With a strong focus on delivering consistent results and long-term business value, the organisation supports clients in optimising their technology environments, strengthening data management, and improving operational efficiency.
The company fosters a collaborative, performance-driven culture where technical excellence, continuous learning, and career progression are actively encouraged. You will have opportunities to contribute ideas, enhance processes, and progressively take on more advanced technical responsibilities.
Essential Technical Skills & Qualifications
Proven experience in Level 2 service desk or systems support, demonstrating clear progression beyond entry-level technical support.
Strong hands-on experience administering and troubleshooting Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, and identity management.
Working knowledge of Microsoft Azure, cloud identity, and related technologies.
An intermediate-level Microsoft certification, or the demonstrated capability and commitment to obtain one within the six-month probation period.
Desirable Technical Skills
Experience with Microsoft Defender administration or security operations.
Advanced knowledge of SharePoint Online administration and troubleshooting.
Familiarity with VMware administration and support.
Foundational networking knowledge, including DNS, DHCP, TCP/IP, VPNs, and connectivity troubleshooting.
Previous experience in a Managed Service Provider (MSP) or multi-client IT support environment.
Exposure to infrastructure or cloud implementation projects.
Essential Soft Skills & Attributes
Excellent written and verbal English communication skills, with confidence in engaging directly with Australian customers.
A strong customer-service mindset and the ability to explain technical concepts clearly to non-technical audiences.
Excellent analytical, troubleshooting, prioritisation, and problem-solving capabilities.
A proactive and accountable approach to ticket ownership, customer communication, and issue resolution.
Strong organisational skills, with attention to accurate technical documentation, ticket management, and timesheet reporting.
A genuine passion for continuous learning, professional growth, and developing technical expertise.
The ability to work independently while collaborating effectively with senior engineers and wider technical teams.
Deliver responsive Level 2 technical support through telephone, remote support channels, and service desk ticketing systems.
Investigate, diagnose, and resolve incidents and service requests involving user access, endpoint devices, Microsoft 365, Azure, and related technologies.
Administer and support Microsoft 365 environments, including user identities, permissions, Exchange Online, Teams, SharePoint Online, and associated cloud services.
Take end-to-end ownership of assigned support tickets, ensuring accurate categorisation, proactive customer updates, and timely resolution.
Maintain comprehensive technical notes covering troubleshooting steps, actions performed, and final resolutions.
Develop and maintain knowledge base articles and internal technical documentation to support consistent, efficient service delivery.
Complete accurate timesheets with appropriate allocation of customer-related and internal activities.
Assist senior engineers and project leads with technical activities across infrastructure and cloud-based projects.
Adhere to established security policies, access controls, operational procedures, and client-specific security requirements.
Identify and escalate complex technical issues and potential risks while maintaining accountability for communication and follow-through.
Deliver effective, sustainable technical solutions that minimise recurring incidents and improve service quality.
Contribute to positive customer experiences through professional communication, reliable support, and effective issue resolution.
Continuously strengthen technical capabilities through practical learning, relevant Microsoft certifications, and participation in increasingly advanced engineering activities.
Identify opportunities to improve service desk processes, technical documentation, and overall support efficiency.
💰 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