---
title: 'L3 Service Desk Engineer at Dijital Team'
canonical: 'https://feeny.ai/job/l3-service-desk-engineer-dijital-team-colombo-hn4k0pj96062'
type: 'job'
last_seen: '2026-10-17'
---

# L3 Service Desk Engineer at Dijital Team

- **Company:** Dijital Team
- **Location:** Colombo
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-10-09
- **Last confirmed live:** 2026-10-17
- **Apply:** https://jobs.lever.co/dijital-team-pty-ltd/92e6daa2-aba3-4aa9-bb6a-48d76d774d4a

## Job description

## About the Role

We are seeking an experienced L3 Service Desk Engineer to provide advanced technical support, complex troubleshooting, and root-cause analysis across Microsoft 365, identity and access management, endpoint environments, and remote access technologies. Building on the technical foundations of an L2 Engineer, this role requires a higher level of technical expertise, independent problem-solving, and the ability to resolve complex issues across multiple systems. You will take ownership of escalated incidents, implement approved changes, develop technical documentation, and support continuous service improvement while delivering an exceptional client experience.

## About the Client

You will be working with an established managed IT services provider supporting a diverse portfolio of organisations across public-sector, community services, and commercial environments. The organisation emphasises service quality, information security, ITIL-aligned practices, and reliable technical support, with a strong focus on client satisfaction and operational excellence. Ideal Profile

- Experience and technical expertise At least 7+ years of experience in IT service desk or managed IT services environments, with substantial hands-on experience resolving complex L2 issues and handling L3 escalations. Strong administration and troubleshooting expertise across Microsoft 365, including Entra ID, Exchange Online, Intune, Teams, and SharePoint. Advanced knowledge of Windows 10 and 11, Active Directory, Group Policy, endpoint management, and remote support technologies. Experience diagnosing cross-system issues, identifying root causes, assessing technical risks, and implementing approved changes.
- Advanced troubleshooting and infrastructure Ability to investigate complex identity, authentication, email delivery, Conditional Access, endpoint compliance, network connectivity, VPN, and remote access issues. Understanding of security incidents, infrastructure dependencies, and escalation procedures for privileged or infrastructure-wide changes. Experience with Citrix, virtual desktop environments, and enterprise IT management tools is advantageous.
- Certifications and tools Microsoft 365 Fundamentals (MS-900) certification. Additional certifications such as MD-102, MS-102, SC-300, AZ-104, SC-900, or AZ-900 are advantageous. Familiarity with IT service management platforms, remote monitoring and management tools, and knowledge management systems.
- Communication and professional capabilities Excellent written and spoken English, with the ability to explain complex technical issues clearly to both technical and non-technical stakeholders. Strong analytical thinking, sound technical judgement, and a proactive approach to problem resolution. Demonstrated ability to manage competing priorities, communicate progress effectively, and maintain accurate technical documentation. A commitment to information security, confidentiality, service quality, and continuous improvement. Ability to mentor junior engineers and share technical knowledge across the team.

## Responsibilities

- Advanced Technical Support and Troubleshooting Resolve complex technical incidents and service requests that exceed standard L2 troubleshooting procedures. Conduct detailed root-cause analysis across Microsoft 365, identity, email, endpoint, and remote access environments. Investigate recurring technical issues and implement sustainable solutions to minimise repeat incidents. Diagnose complex authentication, Conditional Access, Intune compliance, Exchange Online mail-flow, and SharePoint permission issues. Recognise issues requiring specialist intervention, particularly those involving privileged access, security incidents, or infrastructure-wide changes.
- Microsoft 365 and Identity Management Administer and troubleshoot Entra ID, Exchange Online, Intune, Teams, SharePoint, OneDrive, and related Microsoft 365 services. Investigate advanced access, authentication, mailbox, collaboration, and device compliance issues. Review identity policies, permissions, and configurations to identify technical inconsistencies and recommend appropriate corrective actions. Support secure account administration and ensure access-related changes follow approved procedures.
- Endpoint, Network and Remote Access Support Diagnose complex Windows endpoint performance, configuration, and compliance issues. Investigate VPN connectivity, Citrix sessions, remote access faults, and related application issues. Analyse device and application behaviour to determine underlying causes and recommend effective resolutions. Coordinate with infrastructure and specialist teams when issues extend beyond the service desk's authorised scope.
- Incident, Request and Change Management Take ownership of assigned incidents and service requests, ensuring accurate prioritisation, timely updates, and resolution within agreed service levels. Assess technical risks and perform authorised changes in accordance with established change management procedures. Maintain clear communication with clients throughout the resolution process, explaining findings, next steps, and expected outcomes. Escalate high-impact incidents promptly and provide comprehensive technical findings to specialist teams. Identify recurring incidents and contribute to problem management and service improvement initiatives.
- Documentation and Knowledge Sharing Create and maintain detailed technical documentation, troubleshooting procedures, and knowledge base articles. Record investigation steps, root causes, corrective actions, and validation results for complex incidents. Improve existing support procedures based on lessons learned and recurring technical patterns. Coach L1 and L2 engineers, provide technical guidance, and support the development of team capabilities.
- Service Quality and Security Maintain accurate ticket records, technical notes, time entries, and configuration details. Follow information security policies, including multi-factor authentication, secure access practices, and client data confidentiality requirements. Monitor service performance, identify opportunities for improvement, and contribute to consistently high client satisfaction. Take responsibility for the quality of technical solutions while ensuring all work remains within approved access and change authority.

## 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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