[Hiring] L2/L3 Support Engineer @Dijital Team Pty Ltd

Dijital Team Pty Ltd; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a dedicated L2/L3 Support Engineer to join their remote team. This role involves managing support requests, troubleshooting complex issues, and ensuring customer satisfaction. Candidates should possess strong problem-solving skills and the ability to communicate technical issues effectively. The position offers a dynamic work environment where you can enhance your skills and contribute to improving workflows. If you are passionate about IT support and eager to grow in a collaborative setting, this opportunity is perfect for you.

Qualifications

• 5+ years in IT support or helpdesk roles.
• Strong troubleshooting and problem-solving skills.
• Experience with remote desktop tools and ticketing systems.

Responsibilities

• Proactively handle L2/L3 tickets for customer systems.
• Manage service desk tickets logged in Autotask PSA.
• Troubleshoot third-party applications and perform network diagnostics.

Skills

Troubleshooting

Problem-solving

Customer Service

Multitasking

Time Management

Tools

ConnectWise PSA

ConnectWise Automate

IT Glue

M365 Admin Console

Job description

Apr 27, 2025 - Dijital Team Pty Ltd is hiring a remote L2/L3 Support Engineer. Location: Sri Lanka.

The Level 2/3 Engineer role is a support position involving handling support request tickets via ConnectWise PSA and Automate, escalated tickets from L1 team members, or delegated by the service desk manager. The engineer conducts diagnosis and troubleshooting for intermediate to complex issues and handles basic customer and team requests. The role requires excellent problem-solving skills, a proactive approach, and the ability to manage a high volume of tickets efficiently without compromising quality.

Responsibilities:

• Proactively handle L2/L3 tickets for customer systems.
• Manage service desk tickets logged in Autotask PSA, including logging, maintaining, and resolving issues.
• Administer users and groups within Active Directory.
• Prepare, deploy, and maintain IT equipment.
• Troubleshoot third-party applications.
• Perform network diagnostics and VLAN creation.
• Assist in documentation management and update processes and procedures.
• Ensure work is carried out efficiently while maintaining quality.
• Manage ticket queues effectively, focusing on client outcomes.
• Record actions accurately in Autotask PSA.
• Suggest system and workflow improvements to enhance efficiency.

Qualifications and Skills:

To succeed, candidates should have:

• Experience / Background / Technical Skills
• At least 5 years in IT support or helpdesk roles.
• Strong troubleshooting and problem-solving skills.
• Experience with remote desktop tools and ticketing systems.
• Ability to communicate technical issues clearly to non-technical users.
• Experience with networking products is highly regarded.
• Essential Tools
• ConnectWise PSA
• ConnectWise Automate
• IT Glue
• M365 Admin Console and knowledge of M365

• Desirable Skills / Knowledge
• Relevant industry certifications such as Microsoft and/or Azure.
• Familiarity with networking products and Sophos solutions.

• Professional Skills
• Strong verbal and written communication skills.
• Excellent customer service with a user-focused approach.
• Effective multitasking and time management skills.
• Strong problem-solving and troubleshooting abilities.
• Ability to work independently and collaboratively in a small team.
• Interest in a long-term role with eagerness to learn, develop, and train new team members.