L3 Engineer

Dijital-Team-Pty-Ltd; Colombo; Hybrid; BRL 341,000 - 511,000; Full time

Benefits offered by this job

Medical insurance from day one for you

Home office setup allowance

Internet allowance

Gym & wellness allowance

Flexible work – home or office

Job summary

Dijital Team Pty is seeking an experienced Level 3 Engineer to act as a senior technical resource across multiple client environments. You will own complex escalations, deliver advanced troubleshooting, and coach the broader technical team with knowledge sharing and improved documentation.

This role targets a MSP professional with strong Microsoft Cloud expertise and a commitment to high-quality client outcomes, across Australia and New Zealand. Flexible work is available.

Qualifications

• 5+ years in MSP or IT services supporting multiple customers.
• Strong experience with Microsoft 365, Azure, Azure AD and private cloud.
• Cloud solution delivery, migrations and hybrid integrations.
• Solid Windows and Microsoft technologies knowledge.
• IT qualifications and certifications are highly regarded.
• Ability to take ownership and deliver outcomes.
• Proactive, motivated with strong customer service.

Responsibilities

• Own and resolve high-priority escalations and complex issues.
• Provide coaching to Level 1 and 2 technicians to improve skills.
• Share specialist knowledge across the team and update docs.
• Stay current with Microsoft Cloud technologies and best practices.
• Ensure SLA performance and proper ticket management.
• Identify billable or out-of-scope work for escalation.
• Support project delivery requiring senior technical expertise.
• Maintain timely communication and documentation.

Skills

Azure administration

Microsoft 365

Windows systems

Coaching

Documentation

Customer service

Tools

ConnectWise RMM

ConnectWise Manage

VMware

Fortinet

Aruba

Ubiquiti UniFi

Job description

About the Role

We are seeking an experienced Level 3 Engineer to serve as a senior technical resource across multiple client environments. You will take ownership of complex escalations, deliver advanced troubleshooting, and help strengthen the broader technical team through coaching, knowledge sharing, and improved documentation.

This role is well suited to an experienced managed services professional with strong Microsoft Cloud expertise, excellent problem-solving capabilities, and a commitment to delivering consistently high-quality client outcomes.

About the Client

You will be working with an established technology services partner supporting small and medium-sized businesses and organisations across Australia and New Zealand. The business provides managed IT and co-managed technology solutions to clients across a diverse range of industries, with a strong focus on technical excellence, collaboration, flexibility, and customer service.

Ideal Profile

Experience & Background

• 5+ years of experience within a Managed Services Provider (MSP) or IT services environment supporting multiple customers.
• Strong experience administering and deploying Microsoft 365, Azure, Azure AD, and private cloud solutions.
• Proven experience delivering or supporting cloud solutions, including new implementations, migrations, transitional environments, and hybrid integrations.
• Strong knowledge of Windows and broader Microsoft-based technologies.
• Relevant IT qualifications and certifications are highly regarded.
• Demonstrated ability to take ownership and accountability for technical outcomes.
• Proactive, motivated, and committed to delivering a high standard of customer service.

Technical Skills & Tools

• Strong hands-on experience with Microsoft Azure administration and deployment.
• Strong knowledge of the Microsoft 365 suite.
• Experience with ConnectWise RMM.
• Experience with ConnectWise Manage or similar PSA platforms.

Highly Regarded

• Relevant Microsoft certifications and demonstrated technical competency.
• Experience working with virtualised environments such as VMware.
• Familiarity with networking technologies including Fortinet firewalls, Aruba switching, and Ubiquiti UniFi.
• Experience with documentation platforms such as Hudu or IT Glue.

Soft Skills

• Strong written and verbal communication skills.
• Excellent attention to detail.
• Advanced troubleshooting and problem-solving capabilities, including the ability to approach technical challenges creatively.
• Curious and adaptable, with the ability to learn new technologies quickly.
• Strong organisational skills with the ability to manage competing priorities effectively.
• A proactive approach with a focus on seeing tasks through to completion.
• Ability to work independently while collaborating effectively as part of a technical team.

Responsibilities

• Own and resolve Priority 1, Priority 2, and other complex escalated technical issues.
• Provide technical coaching and constructive feedback to Level 1 and Level 2 technicians to strengthen team capability.
• Share specialist product and technical knowledge across the wider team.
• Stay current with Microsoft Cloud technologies, industry developments, and technical best practices.
• Promote adherence to established best practices and relevant industry standards.
• Work closely with technical leadership to prioritise workloads and maintain SLA performance.
• Contribute to internal knowledge bases, technical documentation, and continuous process improvement.
• Identify potentially billable or out-of-scope work and escalation or flag it appropriately.
• Support project delivery when additional senior technical expertise is required.
• Maintain high standards of ticket management, including clear documentation and timely communication.
• Consistently meet SLA expectations for escalated tickets and contribute positively to team coaching, collaboration, and knowledge sharing.

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