{"id":1114763,"url":"https://alion.io/job/dijital-team-l2l3-helpdesk-support-engineer","title":"L2/L3 Helpdesk Support Engineer","company":{"id":4553,"name":"Dijital Team","domain":"dijitalteam.com","url":"https://alion.io/company/dijitalteam","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":88,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","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":["Sri Lanka"],"countries":["LK"],"hiring_countries":["LK"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":10500,"max_usd":31000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":957},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"TCP/IP","optional":false},{"name":"ITIL","optional":true},{"name":"PowerShell","optional":true}],"status":"live","first_seen_at":"2026-09-22T13:25:06Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-10-19T00:06:42Z","board_verified":true,"closed_at":null,"days_open":26,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":26},"description":"About the Role\nWe are seeking an experienced L2/L3 Helpdesk Support Engineer to join a managed services team supporting multiple client environments. This is a hands-on technical role focused on resolving escalated service desk issues across Microsoft 365, Entra ID, networking, backup, and business continuity technologies L2/ L3 Helpdesk Support Engineer.\nYou will take ownership of complex incidents through to resolution while collaborating closely with the broader service desk team. As part of a small, collaborative environment, you will also assist with first-line support when required, provide technical guidance to junior team members, and contribute to proactive improvements that reduce recurring incidents.\nAbout the Client\nYou will be working with an established Australian technology services provider delivering managed IT support and infrastructure solutions across a diverse client base. The organisation operates with a collaborative, hands-on service model where technical specialists work closely across support levels to deliver responsive and reliable client outcomes.\nIdeal Profile\nAt least 2-3 years of experience within an MSP or comparable multi-client IT support environment, with demonstrated progression into L2/L3 troubleshooting.\nStrong practical experience administering Microsoft 365, including Exchange Online, SharePoint, Teams, and licensing.\nStrong knowledge of Microsoft Entra ID (Azure AD), including user and device management, Conditional Access, MFA, and hybrid identity.\nSolid networking fundamentals covering TCP/IP, VLANs, routing and switching, firewalls, VPNs, DNS, and DHCP.\nAbility to independently investigate and resolve complex connectivity and infrastructure issues.\nPractical experience with the Kaseya/Datto ecosystem, including Datto RMM, Autotask/BMS, and Datto BCDR, is highly desirable.\nWorking knowledge of Veeam Backup & Replication, including job configuration, troubleshooting, and restoration procedures, would be advantageous.\nStrong written and verbal English communication skills with the ability to communicate effectively with colleagues and clients.\nSelf-directed, dependable, and comfortable working remotely with minimal supervision.\nComfortable operating within a small team and contributing across multiple levels of technical support.\nSound judgement when determining whether an issue should be resolved directly or escalated.\nPreferred / Nice-to-Have\nMicrosoft 365 Modern Desktop Administrator or Endpoint Administrator certification.\nMicrosoft Certified: Azure Administrator Associate (AZ-104).\nKaseya or Datto product certifications.\nCompTIA Network+, Cisco CCNA, or comparable networking certification.\nPrevious experience supporting Australian clients within an MSP or offshore support environment.\nFamiliarity with ITIL-aligned service desk processes.\nExperience with ticketing platforms such as Autotask, ConnectWise, or similar.\nBasic PowerShell scripting skills for automating routine administration tasks.\nResponsibilities\nOwn and resolve L2/L3 escalations across multiple client environments, managing tickets through to successful resolution.\nDiagnose and resolve Microsoft 365 issues spanning Exchange Online, SharePoint, Teams, licensing, and related services.\nAdminister and troubleshoot Entra ID environments, including users, groups, Conditional Access, MFA, SSO, authentication, and hybrid identity synchronisation.\nTroubleshoot client network environments, including firewalls, switches, VPNs, wireless connectivity, DNS, DHCP, and general network issues.\nManage and support the Kaseya/Datto technology stack for monitoring, patching, remote support, backup verification, and business continuity.\nAssist with L1 support tickets when required and work collaboratively with first-line engineers to achieve timely resolutions.\nSupport effective ticket triage and ensure complex incidents are escalated appropriately.\nMaintain active communication with the wider service delivery team, coordinating escalations, handovers, and technical support requirements.\nCollaborate with service desk leadership on prioritisation, complex incidents, escalations, and day-to-day technical coordination.\nProduce clear and consistent documentation covering resolutions, runbooks, knowledge articles, and client-specific configurations.\nContribute to root cause analysis for recurring incidents and recommend proactive solutions that reduce repeat support requests.\nMentor L1 helpdesk engineers and provide technical guidance where required.\nContribute to maintenance activities and project-related technical work as required.\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":5393,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Flexible schedule","Health insurance","Home office"],"hiring_locations":[{"name":"Sri Lanka","iso":"LK","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Help Desk & Service Desk","Managed IT Services (MSP)","Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-09-22T14:37:26Z"}],"visa":[],"liveness":{"score":43,"band":"fade","label":"Fading","p_open":1,"p_active":0.79,"p_room":0.55,"age_days":24,"expected_fill_days":21,"reasons":["conf:3","velocity","win:tail","comp:junior"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/dijital-team-l2l3-helpdesk-support-engineer","json_url":"https://alion.io/job/dijital-team-l2l3-helpdesk-support-engineer.json","meta":{"generated_at":"2026-10-19T02:47:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1608,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4553},"rest":"https://alion.io/mcp/rest/get_company?id=4553"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdijital-team-l2l3-helpdesk-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdijital-team-l2l3-helpdesk-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdijital-team-l2l3-helpdesk-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dijital-team-l2l3-helpdesk-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdijital-team-l2l3-helpdesk-support-engineer"}]}