---
title: 'IT Support Engineer at Dijital Team'
canonical: 'https://feeny.ai/job/it-support-engineer-dijital-team-colombo-7pnbk5hm7f2r'
type: 'job'
last_seen: '2026-10-17'
---

# IT Support Engineer at Dijital Team

- **Company:** Dijital Team
- **Location:** Colombo
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-09-28
- **Last confirmed live:** 2026-10-17
- **Apply:** https://jobs.lever.co/dijital-team-pty-ltd/2d124a74-aea6-4b64-91db-ca8a187a2c0c

## Job description

## About the Role

We 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. You 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.

## About the Client

You 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. Operating in a fast-paced and entrepreneurial environment, the organisation values adaptability, collaboration, practical delivery, and a progressive approach to supporting its people and customers. Ideal Profile

## Experience & Role Requirements

Hands-on experience delivering L1/L2 technical support within a Microsoft Windows environment. Demonstrated ability to troubleshoot Windows endpoints, business applications, and peripheral devices. Experience supporting and administering Microsoft 365, including user 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 platform. Proven ability to provide remote technical support to non-technical users and manage issues through resolution or escalation. Broad troubleshooting capability across internal IT systems and technologies. Tools & Systems Microsoft Intune and endpoint management. Microsoft Entra ID administration. Active Directory and Windows Server. Exchange Online administration. OneDrive and SharePoint Online administration. PowerShell for routine administration and troubleshooting. Hybrid Microsoft identity environments. Azure fundamentals. Mobile device and business telephony support. Relevant Microsoft certifications. Professional & Interpersonal Skills Strong written and verbal communication skills. Methodical troubleshooting skills with sound escalation judgement. Strong ownership and consistent follow-through on technical issues. Ability to prioritise competing incidents and service requests effectively. Clear technical documentation and proactive communication with users. Collaborative approach when working with support colleagues and senior engineers. Ability to manage routine support requests alongside more complex incidents. Comfortable supporting a broad range of internal IT responsibilities. Effective collaboration with users and colleagues in a remote environment. Adaptable and practical approach within a fast-paced environment where priorities may change. Proactive problem-solving mindset and willingness to investigate unfamiliar technical issues. Ability to learn quickly and take issues through to resolution or appropriate escalation.

## Responsibilities

Monitor and manage incidents and service requests through Jira Service Management, prioritising work according to business impact and agreed service levels. Deliver remote L1/L2 support for Windows laptops, desktop applications, peripherals, and workplace technology. Triage incoming requests and resolve both routine first-line issues and more complex L2 incidents where appropriate. Take broad ownership of internal IT issues across multiple systems and technologies. Collaborate with L1 support colleagues and L3/senior engineers, escalating infrastructure and complex technical issues when required. Troubleshoot Microsoft 365 services, including Outlook, Exchange Online, Teams, OneDrive, and SharePoint Online. Perform routine Microsoft 365 administration covering user accounts, licences, group memberships, permissions, and access. Administer Microsoft Entra ID users and investigate sign-in problems, account lockouts, and multifactor authentication issues. Process approved user onboarding, offboarding, and access changes in accordance with internal procedures. Diagnose Windows operating system, application installation, configuration, and performance issues. Troubleshoot workplace devices including printers, photocopiers, headsets, mice, and related peripherals. Investigate connectivity issues involving Wi-Fi, DNS, DHCP, and remote access, escalating infrastructure changes when necessary. Provide initial troubleshooting for mobile devices and fixed-line telephony. Investigate relevant system and server issues within assigned permissions and engage senior engineers when deeper intervention is required. Escalate complex incidents with comprehensive troubleshooting notes, findings, and clear details of business impact. Maintain accurate ticket records and provide users with timely progress and resolution updates. Support effective use of the Jira portal and document repeatable solutions to help users and support colleagues resolve common technical issues.

## How we take care of our team

💰 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

## About Dijital Team

## Company Overview
- **One-liner**: Dijital Team is a global technology services provider that builds dedicated offshore IT teams for MSPs and IT businesses, enabling them to accelerate growth and improve margins.
- **Entity Type**: Private (bootstrapped; no disclosed funding)
- **Headquarters**: Australia (Registered) / Colombo, Sri Lanka (Operational)
- **Founded**: ~2023 (inferred from Managing Director’s statement that the business was “02 years ago” as of 2025)
- **Founders**: Peter Ward (Managing Director)

## Core Business
- **Primary industry**: Information Technology / ITES – Offshore Staffing & Managed Services
- **Target customers**: B2B – MSPs (Managed Service Providers), IT businesses, and technology service brands looking to extend their teams remotely
- **Mission**: “Create better businesses by creating the best place to work in Sri Lanka.”

## Products & Services
- **Dedicated Offshore Teams**: Fully managed, 100% dedicated teams designed to client specifications – covering IT support, infrastructure management, automation, data analytics, and software development.
- **IT Support & Helpdesk**: 365x24x7 support to increase response times and customer satisfaction.
- **Automation & RPA**: Robotic Process Automation and RMM engineering to improve efficiency.
- **Dynamics 365 (F&O) Support**: Specialized application support for Microsoft Dynamics 365 Finance & Operations.
- **Data Analytics & Reporting**: Accelerated reporting and data-driven insights.

## Market Standing
- **Valuation**: Not disclosed
- **Key Metric**: 232 employees (as of 2025, per Great Place to Work certification)
- **Notable Investors/Partners**: None publicly listed
- **Growth Signals**: 
  - Awarded **Great Place to Work®** certification in Sri Lanka (2025) – recognized for “Respect” and exceptional work-life balance.
  - Rapidly built a team of 232 within two years of inception.
  - Serves clients across Australia, Europe, US, and UK.

## Competitive Advantages
- **Speed to Scale**: Can set up a dedicated IT team in as little as four weeks.
- **Employee-Centric Model**: High retention driven by a culture that prioritizes team member delight – leading to better client outcomes.
- **Remote-First, Globally Distributed**: Leverages a remote workforce across time zones, offering 24/7 coverage at a fraction of onshore costs.
- **Compensation in AUD**: Competitive salaries paid in Australian Dollars, providing financial stability for Sri Lankan talent.

## Strategic Focus
- **Expand Offshore Capacity**: Continue building dedicated teams for MSPs and IT businesses, emphasizing quality, speed, and employee satisfaction.
- **Deepen Client Partnerships**: Offer end-to-end service from recruitment and training to HR and payroll, freeing clients to focus on growth.
- **Maintain Employer of Choice Status**: Invest in benefits, career development, and a flexible remote culture to sustain the “Best Place to Work” reputation.

## Why Work Here
- **Remote-First Culture**: Fully remote roles with flexible working hours – “work can be done anywhere.”
- **Competitive Remuneration**: Salaries paid in Australian Dollars, plus a technology allowance and wellness allowance.
- **Comprehensive Benefits**: Medical & life insurance from day one (including family), employee assistance program (counselling/mental health), and remote medical support.
- **Career Development**: Access to ongoing training, industry certifications, and exposure to modern technologies.
- **Great Place to Work® Certified**: Independently recognized for strong work-life balance, respect, and a supportive management team.
- **Modern Hiring Process**: Includes recruiter screen, video assessment, and technical assessment (role-dependent) – with AI-assisted screening but final human decisions.

## Sources
1. [dijitalteam.com](https://www.dijitalteam.com/)
2. [dijitalteam.lk](https://www.dijitalteam.lk/)
3. [jobs.lever.co](https://jobs.lever.co/dijital-team-pty-ltd)
4. [greatplacetowork.lk](https://greatplacetowork.lk/best-workplace/dijital-team/)

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