---
title: 'L2 Service Desk Engineer at Dijital Team'
canonical: 'https://feeny.ai/job/l2-service-desk-engineer-dijital-team-colombo-sb66xny2fqz5'
type: 'job'
last_seen: '2026-11-07'
---

# L2 Service Desk Engineer at Dijital Team

- **Company:** Dijital Team
- **Location:** Colombo, Sri Lanka
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-11-06
- **Last confirmed live:** 2026-11-07
- **Apply:** https://jobs.lever.co/dijital-team-pty-ltd/1537e3f0-081a-4e4b-8fe7-839a06900b21

## Job description

## About the Role

We are seeking experienced L2 Service Desk Engineers to provide technical support across diverse customer environments for an established Australian technology and managed services provider. In this role, you will take ownership of Level 2 incidents and service requests, troubleshoot complex technical issues, respond to critical outages, and ensure outstanding tickets are progressed effectively. You will work independently, applying your technical expertise and sound judgement to investigate issues beyond first-line support. This is an opportunity to work across a broad technology landscape, including Microsoft 365, Windows Server, cloud infrastructure, networking, identity management and security services.

## About the Client

You will be working with an established Australian-owned business technology and managed services provider supporting organisations across multiple states. The organisation delivers a comprehensive range of technology solutions, including managed IT services, infrastructure and networking, cloud solutions, cybersecurity and unified communications. Its workplace culture is built around trust, respect and collaboration, with a strong focus on employee development, innovation and recognising individual contributions. The organisation is guided by four core values: People, Innovation, Integrity and Customer. Ideal Profile

## Experience & Technical Capabilities

Practical experience providing Level 2 IT support, with the ability to investigate and resolve technical issues beyond basic first-line troubleshooting. Experience handling customer support calls, managing service tickets and prioritising incidents based on business impact and urgency. Strong knowledge of on-premises Active Directory, hybrid identity environments, Microsoft Entra ID, Conditional Access and Exchange Online. Hands-on experience with Microsoft 365 administration and Microsoft Defender for security investigations. Good understanding of Windows Server, virtualisation, DNS, DHCP, file and storage services, and business applications. Working knowledge of LAN, WAN, SD-WAN and wireless networking, including Aruba or Cisco Meraki environments. Familiarity with firewall technologies such as WatchGuard and Check Point. Understanding of cloud environments, including Microsoft Azure, AWS and Google Cloud. Experience with ticketing, remote support, monitoring and IT documentation platforms.

## Preferred Technical Experience

Direct experience with ConnectWise PSA, ConnectWise Automate, ScreenConnect and IT Glue. Understanding of the Essential Eight framework and experience performing scheduled security and maintenance activities. Familiarity with ITIL practices covering incident management, service requests, prioritisation and escalation. Experience supporting cloud telephony and unified communications, including VoIP, SIP, networking, endpoint and call-quality troubleshooting. Ability to coordinate technical investigations with customers, carriers and technology vendors. Communication & Professional Attributes Strong verbal and written communication skills. Excellent documentation skills and attention to detail. Ability to work independently, demonstrate initiative and exercise sound technical judgement. Strong ownership and accountability when managing incidents through to resolution. Reliable communication and effective collaboration with colleagues and customers. Ability to provide clear, structured handovers and escalate issues appropriately. A customer-focused mindset and commitment to professional service delivery.

## Responsibilities

Respond to customer support calls, assess business impact and troubleshoot technical issues, aiming for resolution during the initial interaction wherever possible. Prioritise and investigate critical Priority 1 and Priority 2 incidents promptly, escalating urgent issues when additional expertise or authority is required. Investigate server outages, unavailable services and network connectivity issues, taking appropriate corrective action. Take ownership of assigned tickets through to resolution or a well-documented handover, while progressing outstanding and unassigned requests according to urgency and service expectations. Manage user account and access requests, Microsoft 365 and Exchange Online issues, and on-premises or hybrid identity administration. Troubleshoot Windows Server, virtualisation, DNS, DHCP, file and storage services, networking and cloud-related technical issues. Support security investigations using Microsoft Defender and assist with identity and Conditional Access issues in accordance with established procedures. Execute scheduled operational activities and Essential Eight security tasks, ensuring all completed work is properly documented. Maintain comprehensive ticket records, including investigation steps, supporting evidence, findings, customer updates and recommended next actions. Maintain accurate time entries and ensure customer technical documentation is current in IT Glue. Utilise ConnectWise PSA, ConnectWise Automate and ScreenConnect to manage tickets, monitor customer environments and deliver remote technical support. Review customer network configurations and technical documentation to support troubleshooting and maintain accurate records. Escalate complex incidents to the appropriate technical contacts and collaborate with the wider team to ensure service continuity.

## 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/)

## Other roles at Dijital Team

- [L3 Systems Engineer](https://feeny.ai/job/l3-systems-engineer-dijital-team-colombo-895rvtk6pd5j) — Colombo, Sri Lanka
- [Marketing Specialist](https://feeny.ai/job/marketing-specialist-dijital-team-sri-lanka-geaccrk0hhr6) — Sri Lanka
- [Netowrk Engineer](https://feeny.ai/job/netowrk-engineer-dijital-team-colombo-gx49gdcdg3fj) — Colombo, Sri Lanka
- [Finance Officer](https://feeny.ai/job/finance-officer-dijital-team-colombo-c2wpsn3v5bkh) — Colombo, Sri Lanka
- [Assistant Accountant](https://feeny.ai/job/assistant-accountant-dijital-team-sri-lanka-h5ckjampn1g5) — Sri Lanka
- [Cisco Network Architect (CCIE)](https://feeny.ai/job/cisco-network-architect-ccie-dijital-team-colombo-bas8nt6d6c8x) — Colombo, Sri Lanka
- [AI Developer (Python/ Django)](https://feeny.ai/job/ai-developer-python-django-dijital-team-colombo-hjc09qmvhnkh) — Colombo, Sri Lanka
- [Digital Campaign Coordinator](https://feeny.ai/job/digital-campaign-coordinator-dijital-team-sri-lanka-kj4ekn2gd3ak) — Sri Lanka
- [Senior Backup Engineer](https://feeny.ai/job/senior-backup-engineer-dijital-team-colombo-716kzc5vewzr) — Colombo, Sri Lanka
- [Senior Microsoft Engineer (Level 3) | Azure | M365 | Security](https://feeny.ai/job/senior-microsoft-engineer-level-3-azure-m365-security-dijital-team-colombo-s0ppnzratvc4) — Colombo, Sri Lanka