Centralized Service Engineer – L2

Dijital Team

Centralized Engineer L2 joining a high-performing technology team for proactive IT support and infrastructure services. Focusing on operational efficiency and exceptional customer outcomes.

Posted 6/16/2026full-timeRemote • 🇱🇰 Sri LankaMid-LevelSeniorWebsite

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Hard Skills

IT infrastructuresystems engineeringmanaged servicesMicrosoft 365 administrationMicrosoft Azure administrationPowerShell scriptingendpoint managementsecurity operationsnetworking fundamentalsremote monitoring and management

Soft Skills

customer-facing experienceservice delivery skillsstrong verbal communicationstrong written communicationlogical troubleshootingorganisational skillsprioritisation skillscollaborative team playeradaptabilitycommitment to continuous learning

Tools & Technologies

Microsoft IntuneKaseyaDatto RMMDatto Secure EdgeRMM toolsConditional Access policiesmonitoring configurationsdocumentation standardsknowledge base resourcesservice request management

Certifications & Qualifications

Microsoft certificationsAzure certificationsnetworking certificationsCISSPCISM

Industry Keywords

Managed Service Provideroperational processesservice requestsvulnerability remediationpatch managementhardware refreshestechnology improvementsincident escalationchange managementprocess improvement

Tech Stack

Tools & technologies

Azure

About the role

Key responsibilities & impact

Manage and complete assigned service requests according to scheduled priorities
Maintain accurate and timely time entries and service notes
Document progress, next steps, and outcomes clearly to enable seamless collaboration
Escalate issues appropriately in line with established processes
Identify opportunities for hardware refreshes and technology improvements
Monitor and verify backup success across managed environments
Ensure patching activities are completed and issues are resolved promptly
Maintain device security through vulnerability remediation and patch management
Support ongoing system health and operational reliability
Respond to monitoring alerts and escalate incidents as required
Investigate and resolve infrastructure and system issues
Maintain and improve monitoring configurations to ensure effective coverage
Leverage tools such as Microsoft Intune to improve consistency and efficiency
Identify opportunities to automate repetitive tasks and reduce manual effort
Contribute ideas that enhance service delivery and operational performance
Communicate proactively with customers throughout the lifecycle of service requests
Provide clear updates via phone, email, and collaboration channels
Educate customers on technology best practices and support processes
Deliver a professional and customer-focused support experience
Coordinate with vendors and external partners to support client outcomes
Communicate progress and technical requirements effectively
Promote adherence to established operational and change management processes
Build and maintain positive working relationships with external stakeholders
Participate in change management activities and approvals
Complete required change documentation and reviews
Support change implementation while minimising risk and service disruption
Ensure all changes follow established governance processes
Collaborate closely with technical leadership and team members
Provide regular updates on ticket progress and project activities
Share knowledge, ideas, and recommendations for improvement
Contribute positively to team discussions and operational planning
Maintain accurate and up-to-date technical documentation
Create documentation for new systems, processes, and solutions
Develop user guides and knowledge base resources for repeatable tasks
Ensure documentation standards are consistently upheld

Requirements

What you’ll need

Minimum 5 years of experience in IT infrastructure, systems engineering, or managed services
Proven experience working within a Managed Service Provider (MSP) environment
Strong customer-facing experience with excellent service delivery skills
Experience supporting networking, infrastructure, and security technologies
Exposure to structured operational and support processes
Advanced Microsoft 365 administration
Advanced Microsoft Azure administration
PowerShell scripting and automation
Endpoint management and device compliance administration
Security operations and security best practices
Networking fundamentals and troubleshooting expertise
Experience with Microsoft Intune or similar endpoint management platforms
Understanding of Conditional Access policies
Experience supporting secure remote working environments
Kaseya platform experience (Nice to Have)
Datto RMM experience (Nice to Have)
Datto Secure Edge experience (Nice to Have)
Experience with remote monitoring and management (RMM) tools (Nice to Have)
Microsoft certifications (Nice to Have)
Azure certifications (Nice to Have)
Networking certifications (Nice to Have)
CISSP, CISM, or equivalent security certifications (Nice to Have)
AI and automation experience (Nice to Have)
Process improvement initiatives (Nice to Have)
Documentation and knowledge management expertise (Nice to Have)
Strong verbal and written communication skills (Professional Attributes)
Logical and methodical troubleshooting approach (Professional Attributes)
Ability to explain technical concepts in clear, user-friendly language (Professional Attributes)
Strong organisational and prioritisation skills (Professional Attributes)
Collaborative team player with a proactive mindset (Professional Attributes)
Adaptable and able to manage competing priorities effectively (Professional Attributes)
Commitment to continuous learning and professional development (Professional Attributes)

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