IT Support Engineer

Dijital Team

Level 3 IT Support Engineer at a growing Australian Managed Services Provider. Providing advanced technical support while contributing to automation initiatives and operational improvements.

Posted 7/13/2026full-timeRemote • 🇱🇰 Sri LankaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive Level 3 technical support expertise in Microsoft 365 and Windows environments, with a strong focus on troubleshooting, documentation, and process optimization. Proven ability to enhance service delivery through strategic recommendations and customer relationship management.

Highest-signal resume keywords

Level 3 Technical SupportMicrosoft 365 TroubleshootingTechnical Documentation ManagementCustomer Relationship ManagementAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Microsoft 365WindowsInfrastructure SupportNetworkingSecurityService Desk ManagementAutomationSystem ImplementationTechnical Escalation ManagementProcess Optimization

Soft Skills

Excellent CommunicationOrganizational SkillsTime ManagementCustomer-Focused MindsetProactive Approach

Industry Keywords

MSPIT Service ProviderTechnical SupportContinuous ImprovementOperational Efficiency

About the role

Key responsibilities & impact

Provide advanced Level 3 technical support across a broad range of client environments.
Troubleshoot and resolve complex Microsoft 365, Windows, infrastructure, networking, and security-related issues.
Manage service desk tickets while maintaining high standards of documentation and ticket hygiene.
Deliver Level 1, Level 2, and Level 3 support as required.
Assist with project delivery, system implementations, client onboarding, and migration activities.
Develop, maintain, and improve technical documentation, knowledge bases, and standard operating procedures.
Identify opportunities to improve services through automation and operational efficiencies.
Support the development and optimisation of internal systems and business processes.
Act as a trusted technical advisor and escalation point, working closely with business leadership.
Build strong customer relationships through proactive communication and strategic technology recommendations.
Maintain regular communication with customers throughout the support lifecycle.
Contribute ideas that support business growth, scalability, and continuous improvement.
Stay up to date with emerging technologies and industry best practices.

Requirements

What you’ll need

Minimum 5 years' experience within an MSP or IT Service Provider environment.
Proven Level 3 technical support experience across multiple technologies.
Strong experience troubleshooting complex Microsoft environments.
Demonstrated ability to work independently and take ownership of technical outcomes.
Experience creating and maintaining technical documentation and standard operating procedures.
Ability to identify business improvement opportunities and contribute strategically.
Strong analytical and problem-solving skills.
Experience managing technical escalations and working directly with customers.
Confident collaborating with leadership and constructively challenging ideas where appropriate.
Excellent verbal and written communication skills
High level of professionalism, accountability, and integrity
Strong organisational and time management skills
Ability to thrive in a fast-growing and evolving business environment
Customer-focused mindset with a commitment to service excellence
Proactive, solutions-oriented approach
Passion for continuous improvement beyond day-to-day support
Strong attention to documentation and process optimisation

Benefits

Comp & perks

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