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Dijital Team
Dijital Team
11 – 50 Employees
B2BConsultingSaaS
Dijital Team helps businesses build and manage high-performing IT teams through a smarter offshoring model. Serving B2B, consulting, and SaaS organizations, the company handles the team-related work so clients can focus on improving efficiency, controlling costs, and growing their business.
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IT Support Engineer (Microsoft 365) – Remote in Sri Lanka

Provide remote L1/L2 IT support for an Australian workforce solutions organisation. Resolve issues across Windows endpoints, Microsoft 365, Entra ID, networks, identity, and workplace technology.

LKSri LankaRemoteFull-timeMiddleSeniorEnglish RequiredSupport Engineer
AzureDNSTCP/IP

Description

  • Manage incidents and service requests in Jira Service Management, prioritising them by business impact and agreed service levels.
  • Provide remote L1/L2 support for Windows laptops, desktop applications, peripherals, and workplace technology.
  • Triage incoming requests and resolve routine first-line issues alongside more complex L2 incidents.
  • Own internal IT issues across a broad range of systems and technologies.
  • Work with L1 colleagues and L3 or senior engineers, escalating infrastructure and technically complex issues when necessary.
  • Troubleshoot Microsoft 365 services including Outlook, Exchange Online, Teams, OneDrive, and SharePoint Online.
  • Handle routine Microsoft 365 administration for user accounts, licences, groups, permissions, and access.
  • Administer Microsoft Entra ID users and investigate sign-in failures, account lockouts, and multifactor authentication issues.
  • Complete approved onboarding, offboarding, and user access changes.
  • Diagnose Windows operating system, application installation, configuration, and performance problems.
  • Troubleshoot workplace equipment such as printers, photocopiers, headsets, mice, and other peripherals.
  • Investigate connectivity problems involving Wi-Fi, DNS, DHCP, and remote access.
  • Provide first-stage troubleshooting for mobile devices and fixed-line telephony.
  • Investigate assigned system and server issues within authorised permissions, involving senior engineers when deeper intervention is needed.
  • Escalate complex incidents with thorough troubleshooting records, findings, and business-impact information.
  • Keep ticket records accurate and provide timely progress and resolution updates.
  • Promote effective use of the Jira portal and document solutions that can be reused.

Requirements

  • Practical experience providing L1/L2 technical support in a Microsoft Windows environment.
  • Ability to troubleshoot Windows endpoints, business applications, and peripheral equipment.
  • Experience supporting and administering Microsoft 365, including accounts, licensing, permissions, and access.
  • Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general network connectivity troubleshooting.
  • Experience managing incidents and service requests through an IT ticketing system.
  • Ability to support non-technical users remotely and manage issues through resolution or escalation.
  • Broad troubleshooting experience across internal IT systems and technologies.
  • Experience with Microsoft Intune and endpoint management.
  • Experience administering Microsoft Entra ID.
  • Knowledge of Active Directory and Windows Server.
  • Experience administering Exchange Online.
  • Experience administering OneDrive and SharePoint Online.
  • Ability to use PowerShell for routine administration and troubleshooting.
  • Experience with hybrid Microsoft identity environments.
  • Foundational knowledge of Azure.
  • Experience supporting mobile devices and business telephony.
  • Relevant Microsoft certifications.
  • Strong written and verbal communication skills.
  • Systematic troubleshooting approach with sound escalation judgement.
  • Ability to prioritise competing incidents and service requests effectively.
  • Clear technical documentation and proactive user communication.
  • Collaborative working style with support colleagues and senior engineers.
  • Ability to balance routine support requests with complex incidents.
  • Capacity to support a wide range of internal IT responsibilities.
  • Effective collaboration with users and colleagues in a remote setting.
  • Adaptable, practical approach to working in a fast-paced environment.
  • Proactive problem-solving mindset and willingness to investigate unfamiliar technical issues.
  • Ability to learn quickly and carry issues through to resolution or appropriate escalation.

Benefits

  • Compensation is paid in Australian Dollars.
  • Medical insurance is provided from the first day for you and your spouse, or your parents if you are unmarried.
  • Generous outpatient coverage includes doctor visits and other medical needs.
  • Home office setup allowance.
  • Internet allowance.
  • Gym and wellness allowance.
  • Regular team events and engagement activities.
  • Mental health and counselling support.
  • Reimbursement for industry certification costs.
  • Open-door workplace culture.
  • Flexible work options from home or the office.
  • Rewards and recognition programmes.
  • Christmas and financial year-end celebrations.

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