{"id":1381823,"url":"https://alion.io/job/dijital-team-it-support-engineer","title":"IT Support Engineer","company":{"id":4553,"name":"Dijital Team","domain":"dijitalteam.com","url":"https://alion.io/company/dijitalteam","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":23,"computed_at":"2026-09-30T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Colombo, Sri Lanka"],"countries":["LK"],"hiring_countries":["LK"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"PowerShell","optional":false},{"name":"SharePoint","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-09-28T06:06:13Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-09-30T22:40:17Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"About the Role\nWe are seeking an IT Support Engineer (L1.5/L2) to provide responsive technical support across a Microsoft-based workplace environment supporting approximately 300-350 employees. This role combines frontline user support with more advanced L2 troubleshooting across endpoints, applications, Microsoft 365 services, connectivity, and workplace technology.\nYou will take ownership of incidents from initial triage through resolution or appropriate escalation, working closely with support colleagues and senior engineers. Success in this role requires strong technical troubleshooting skills, clear communication, accurate documentation, and a proactive approach to delivering reliable IT services across a distributed organisation. JD - WorkPac - IT Support Engin…\nAbout the Client\nYou will be working with a well-established Australian workforce solutions organisation with more than 25 years of industry experience. The business delivers recruitment, skills development, and career development solutions across multiple sectors and supports a substantial network of candidates, businesses, and communities throughout Australia.\nOperating in a fast-paced and entrepreneurial environment, the organisation values adaptability, collaboration, practical delivery, and a progressive approach to supporting its people and customers.\nIdeal Profile\nExperience & Role Requirements\nHands-on experience delivering L1/L2 technical support within a Microsoft Windows environment.\nDemonstrated ability to troubleshoot Windows endpoints, business applications, and peripheral devices.\nExperience supporting and administering Microsoft 365, including user accounts, licensing, permissions, and access.\nWorking knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general network connectivity troubleshooting.\nExperience managing incidents and service requests through an IT ticketing platform.\nProven ability to provide remote technical support to non-technical users and manage issues through resolution or escalation.\nBroad troubleshooting capability across internal IT systems and technologies.\nTools & Systems\nMicrosoft Intune and endpoint management.\nMicrosoft Entra ID administration.\nActive Directory and Windows Server.\nExchange Online administration.\nOneDrive and SharePoint Online administration.\nPowerShell for routine administration and troubleshooting.\nHybrid Microsoft identity environments.\nAzure fundamentals.\nMobile device and business telephony support.\nRelevant Microsoft certifications.\nProfessional & Interpersonal Skills\nStrong written and verbal communication skills.\nMethodical troubleshooting skills with sound escalation judgement.\nStrong ownership and consistent follow-through on technical issues.\nAbility to prioritise competing incidents and service requests effectively.\nClear technical documentation and proactive communication with users.\nCollaborative approach when working with support colleagues and senior engineers.\nAbility to manage routine support requests alongside more complex incidents.\nComfortable supporting a broad range of internal IT responsibilities.\nEffective collaboration with users and colleagues in a remote environment.\nAdaptable and practical approach within a fast-paced environment where priorities may change.\nProactive problem-solving mindset and willingness to investigate unfamiliar technical issues.\nAbility to learn quickly and take issues through to resolution or appropriate escalation.\nResponsibilities\nMonitor and manage incidents and service requests through Jira Service Management, prioritising work according to business impact and agreed service levels.\nDeliver remote L1/L2 support for Windows laptops, desktop applications, peripherals, and workplace technology.\nTriage incoming requests and resolve both routine first-line issues and more complex L2 incidents where appropriate.\nTake broad ownership of internal IT issues across multiple systems and technologies.\nCollaborate with L1 support colleagues and L3/senior engineers, escalating infrastructure and complex technical issues when required.\nTroubleshoot Microsoft 365 services, including Outlook, Exchange Online, Teams, OneDrive, and SharePoint Online.\nPerform routine Microsoft 365 administration covering user accounts, licences, group memberships, permissions, and access.\nAdminister Microsoft Entra ID users and investigate sign-in problems, account lockouts, and multifactor authentication issues.\nProcess approved user onboarding, offboarding, and access changes in accordance with internal procedures.\nDiagnose Windows operating system, application installation, configuration, and performance issues.\nTroubleshoot workplace devices including printers, photocopiers, headsets, mice, and related peripherals.\nInvestigate connectivity issues involving Wi-Fi, DNS, DHCP, and remote access, escalating infrastructure changes when necessary.\nProvide initial troubleshooting for mobile devices and fixed-line telephony.\nInvestigate relevant system and server issues within assigned permissions and engage senior engineers when deeper intervention is required.\nEscalate complex incidents with comprehensive troubleshooting notes, findings, and clear details of business impact.\nMaintain accurate ticket records and provide users with timely progress and resolution updates.\nSupport effective use of the Jira portal and document repeatable solutions to help users and support colleagues resolve common technical issues.\nHow we take care of our team\nGet paid in Australian Dollars\nMedical insurance from day one for you + spouse (or parents if unmarried)\nGenerous OPD coverage from doctor visits to all your medical needs\nHome office setup allowance to build your ideal workspace\nInternet allowance to keep you connected\nGym & wellness allowance to stay fit and balanced\nWork hard, play hard - regular team events & engagement activities\nDiji Assist - Mental health & counseling support when you need it\nWe invest in you - reimbursement for industry certifications\nOpen-door culture - your ideas and feedback always matter\nFlexible work - home or office, wherever you do your best work\nRewards & recognition that actually recognize you\nGreat christmas & financial year-end parties to unwind with your loved ones","description_format":"text","description_chars":6239,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Health insurance","Home office"],"hiring_locations":[{"name":"Sri Lanka","iso":"LK","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Recruiting & Staffing"],"lifecycle":[{"event":"open","at":"2026-09-28T08:47:48Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":23,"reasons":["conf:5","velocity","win:early"],"computed_at":"2026-09-30T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/dijital-team-it-support-engineer","json_url":"https://alion.io/job/dijital-team-it-support-engineer.json","meta":{"generated_at":"2026-10-01T00:24:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":428,"day_limit":5000,"remaining_today":4572,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}