L3 Systems Engineer

Dijital-Team-Pty-Ltd; Colombo; Híbrido; BRL 416.000 - 643.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Australian pay currency (AUD)

Medical insurance from day one

OPD coverage

Home office setup allowance

Internet allowance

Gym & wellness allowance

Team events

Mental health support (Diji Assist)

Certifications reimbursement

Flexible work – home or office

Rewards & recognition

Parties and events

Descripción de la vacante

Dijital Team Pty is seeking an experienced L3 - Systems Engineer to deliver advanced technical support and engineering services across customer environments and internal business divisions. You will own third‑level escalations and maintain the availability, reliability, and performance of critical IT infrastructure.

You will play a key role in improving service delivery through automation, systemisation, and continuous improvement.

Formación

• 8+ years delivering technical support in a systems integration or managed services environment.
• 4+ years delivering Level 3 engineering.
• 3+ years delivering ICT projects.
• Vendor certifications across Cisco, Microsoft and VMware.
• Solid understanding of ITIL frameworks and service management.

Responsabilidades

• Deliver high‑quality engineering tasks escalated by the SOC.
• Resolve complex escalations from Level 1/2 SOC engineers.
• Perform proactive and reactive Level 3 engineering across customer environments.
• Provide technical support within the SOC as needed.
• Deliver Managed Services projects with the PMO.
• Monitor and optimise infrastructure performance and reliability.
• Maintain customer systems and infrastructure.
• Install, configure, test and maintain OS, apps and management tools.
• Implement security, backup and redundancy strategies.
• Develop scripts to automate processes and reduce manual work.
• Improve SOC processes, tools, and collaborations.
• Mentor colleagues across Service Delivery teams.
• Document engineering activities in the ITSM platform.

Conocimientos

8+ years technical support

4+ years L3 engineering

3+ years ICT projects

Cisco, Microsoft, VMware certs

ITIL knowledge

Automation scripting

Pre-sales exposure

Herramientas

Infrastructure monitoring

ITSM platforms

Backup & security tools

Descripción del empleo

About the Role

We are seeking an experienced L3 - Systems Engineer to deliver advanced technical support and engineering services across customer environments and internal business divisions.

In this role, you will take ownership of third-level technical escalations, combining proactive and reactive engineering to maintain the availability, reliability, and performance of critical IT infrastructure.

You will play a key role in improving service delivery through automation, systemisation, and continuous improvement. By developing repeatable solutions and reducing manual processes, you will help minimise recurring technical issues and create opportunities for more proactive engineering.

You will also contribute to Managed Services customer deployments, infrastructure projects, and internal initiatives, ensuring reliable technology environments and high-quality service outcomes.

About the Client

You will be working with an established Australian technology services provider specialising in managed IT services, cloud solutions, cybersecurity, communications, automation, data, and AI.

The organisation partners with businesses to design, implement, manage, and optimise their technology environments. With a strong focus on customer relationships and reliable technology solutions, it is committed to delivering services that support business performance and long-term success.

Ideal Profile

Experience and Technical Background

• 8+ years of experience delivering technical support within a systems integration or managed services environment.

• At least 4 years of experience working in a Level 3 engineering capacity.

• 3+ years of experience delivering ICT projects.

• Industry certifications across multiple vendor technologies, including Cisco, Microsoft, and VMware.

• A sound understanding of ITIL frameworks and service management principles.

Technical Skills and Systems

• Strong working knowledge of Cisco, Microsoft, and VMware technologies.

• Experience installing, configuring, testing, and maintaining operating systems, applications, and system management tools.

• Proficiency in infrastructure monitoring and management platforms.

• Knowledge of security, backup, and redundancy solutions.

• Ability to develop and maintain custom scripts to automate processes and improve system efficiency.

• Experience using ITSM platforms to document engineering activities and service delivery work.

Desirable Experience

Previous experience supporting pre-sales activities.

Communication and Professional Skills

• Excellent written and verbal communication skills.

• Strong time management, prioritisation, and effort-tracking capabilities.

• Ability to mentor technical colleagues and collaborate effectively across service delivery teams.

• A proactive approach to problem-solving, process improvement, and customer service.

Performance and Success Measures

• Consistently deliver efficient Managed Services and high-quality engineering outcomes.

• Maintain or exceed customer satisfaction and quarterly Net Promoter Score targets.

• Support customer infrastructure availability targets of at least 99.5% uptime per calendar month.

• Resolve incidents and service requests within agreed service-level targets.

• Maintain and renew relevant industry certifications.

• Identify opportunities to reduce repetitive tasks, minimise rework, and improve service delivery through automation and standardisation.

Responsibilities

• Deliver high-quality engineering tasks assigned by management, escalated through the Service Operations Centre (SOC), identified through monitoring tools, or raised through engineering feedback.

• Resolve complex technical escalations from Level 1 and Level 2 SOC engineers.

• Perform proactive and reactive Level 3 engineering activities across customer environments.

• Provide additional technical support and engineering coverage within the SOC when required.

• Deliver Managed Services projects in collaboration with the Project Management Office (PMO).

• Monitor, analyse, and review infrastructure monitoring platforms to maintain system performance and reliability.

• Manage and maintain customer systems and infrastructure.

• Install, configure, test, and maintain operating systems, applications, and system management tools.

• Implement and maintain security, backup, and redundancy strategies.

• Develop and maintain custom scripts to improve operational efficiency and minimise manual intervention.

• Identify and implement improvements to SOC processes, tools, hardware, and software.

• Collaborate with vendors and other IT professionals to investigate and resolve technical issues.

• Provide technical guidance and mentorship to colleagues across the Service Delivery teams.

• Maintain accurate and timely documentation of all engineering activities within the organisation's ITSM platform.

• Support occasional pre-sales activities and service delivery management initiatives.

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