L3 Support Engineer
Colombo
IT /
Full Time /
Remote
We are seeking an ambitious and highly motivated Level 3 Support Engineer to join their company. You must be someone who likes challenges, adapts well to change and values career and personal growth. Dijital Team is a company that values and rewards honest hard work, we expect you to learn and adapt to our company values at all times.
Duties and Responsibilities:
- Act as an escalation point for Levels 1 and 2 (approx. 10 tickets per week)
- M365 configurations troubleshooting o Intune configuration troubleshooting
- Network configuration troubleshooting
- Enterprise Application configuration including SSO in MS Entra o Assist clients with security frameworks requirements o
- Troubleshooting SOPHOS firewalls
- Troubleshoot Ubiquiti UniFi network devices
- Design, deliver and implement IT projects
- MS365 migration
- Setting up Intune
- File server migration
- Migration to SharePoint
- Disaster recovery o Configure networking firewall
- Assist Technical Manager with research on projects
- Maintain excellent customer relations with all customers
- Demonstrate a high degree of professional conduct at all times
- Monitor and track service tickets to ensure resolution occurs within the defined SLA and scope of services
- Monitor and track system alerts and logs
- Identify and remediate system vulnerabilities
- Create, update, and maintain IT documentation including but not limited to as-builts, diagrams, and knowledge base – SharePoint & IT Boost
- Identify and resolve the root cause of issues to prevent them from repeating
- Maintain accurate timesheets
Required Experience/Skills:
- Technical/tools/software: Mandatory:
- Microsoft 365
- Microsoft Intune
- Router/firewall administration
- Network administration
- Endpoint protection – Defender
- Microsoft Servers/Desktop OS
- Nice to Have:
- RMM product (ConnectWise Automate is highly desirable)
- Experience with a ticketing system (ConnectWise Manage is highly desirable)
- Microsoft Azure
- Microsoft PowerShell
- Cloudflare products
- Microsoft Azure Virtual Desk (AVD) or other VDI products
- Microsoft 365 Teams Phone System
- Microsoft Power Automate
- Microsoft Sentinel or other SIEM products (highly desirable)
- Security frameworks such as CIS/NIST
- Ubiquiti UniFi
- MAC experience
- ITI
- Experience/Background:
- Minimum of 7+ years of experience in a managed services provider environment or an IT provider working with multiple customers
- Education in relevant IT course(s) / certifications are a definite advantage
- Confident and experienced working with M365
- Ability to learn and implement new technologies independently
- Ability to contribute to ongoing service improvements
- Soft Skills:
- Excellent English, verbal and written communication skills
- High attention to detail
- Strong technical troubleshooting and Problem-solving skills
- Inquisitive, Fast Learner, Independent Performer: Quickly grasp new concepts and excel with minimal oversight.
- Ability to multitask and manage time effectively in a fast-paced environment
- Someone that strives to get things complete
- Self-starter and ability to work autonomously and collaboratively as a team
- Certifications:
- Microsoft 365 Expert and Azure Associate or similar certification
- Networking/Firewall or similar certification
- Cyber security certification
- Strong desire to further obtain technical certification
