L2 Support Engineer

Dijital Team

L2 Support Engineer resolving complex technical issues and maintaining secure client environments within a Managed Services team, focusing on Apple-first environments.

Posted 6/2/2026full-timeRemote • 🇱🇰 Sri LankaJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

DNSiOSITSMJamfMacOS

About the role

Key responsibilities & impact

Resolve technical support requests within agreed service levels, delivering sustainable long-term solutions.
Troubleshoot and support macOS, iOS, Windows desktop, and server environments.
Follow established support processes and escalate issues where appropriate.
Maintain clear and proactive communication with clients throughout the support lifecycle.
Monitor client environments to identify risks, performance concerns, and compliance issues.
Build strong client relationships through professional and proactive engagement.
Act as a trusted technical contact for support-related matters.
Assist with onboarding and offboarding activities.
Identify opportunities to enhance client environments and improve operational efficiency.
Maintain accurate technical documentation and support records.
Contribute to internal knowledge bases and documentation repositories.
Share expertise with colleagues and support ongoing team development initiatives.
Identify opportunities to improve workflows, tools, and service delivery processes.
Stay current with emerging technologies and industry best practices.
Leverage technology and automation to improve efficiency and service outcomes.
Mentor and support junior engineers to strengthen team capability.
Collaborate with colleagues on technical projects and service initiatives.
Contribute positively to a collaborative, high-performing team culture.

Requirements

What you’ll need

Minimum 2+ years of experience in an L2 Support Engineer role within an MSP environment.
Strong troubleshooting expertise across:
macOS
iOS
Windows Desktop
Windows Server
Proven ability to manage support requests end-to-end within SLA-driven environments.
Experience working independently while balancing multiple priorities, escalations, and client expectations.
Essential Tools & Technologies
Microsoft 365 and/or Google Workspace administration.
Remote Monitoring and Management (RMM) platforms.
ITSM and ticketing systems.
Endpoint protection and patch management solutions.
Networking fundamentals including DNS, DHCP, IP addressing, and VLANs.
MDM and identity management platforms such as Jamf, Addigy, JumpCloud, Okta, or Entra ID.
Familiarity with AI-powered tools and their practical application within technical support environments.
Preferred Skills
Scripting experience using PowerShell, Bash, or Zsh.
Relevant certifications across Microsoft, Apple, or Google technologies.
Exposure to security frameworks and compliance standards.
Excellent verbal and written communication skills.
Strong analytical and problem-solving abilities.
Calm and methodical approach when working under pressure.
Strong organisational and time-management skills.
Proactive mindset focused on continuous improvement.
Collaborative team player with a passion for mentoring and knowledge sharing.

Benefits

Comp & perks

💰 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

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingmacOSiOSWindows DesktopWindows ServerscriptingPowerShellBashZshnetworking fundamentals

Soft Skills

communicationanalytical skillsproblem-solvingorganisational skillstime-managementproactive mindsetcollaborativementoringclient relationship buildingcalm under pressure

Certifications

Microsoft certificationsApple certificationsGoogle certifications