Mirrai Careers

Senior IT Support Engineer -L2

Dijital Team

Colombo Remote Full-time Posted 3w ago
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ABOUT THE ROLE We are looking for an experienced and personable Senior IT Support Engineer -L2 to provide high-quality second-line technical support to clients and internal users. You will take ownership of complex technical issues, support first-line colleagues, and contribute to the ongoing development and improvement of the IT support service. The role covers Microsoft 365, user administration, identity and access management, endpoint management, Windows devices, and general IT support. Strong communication is essential, as you will work directly with clients and be responsible for explaining technical matters clearly, providing professional updates, and managing support requests through to resolution. ABOUT THE CLIENT You will be working with a client-focused technology and IT support organisation that provides professional managed IT services. The environment places strong emphasis on reliable technical support, security, clear communication, and long-term service improvement. IDEAL PROFILE CORE EXPERIENCE & SKILLS * Previous experience in a second-line IT support, service desk, or managed support environment. * Experience handling escalated and technically complex support issues. * Strong practical knowledge of Microsoft 365 administration and troubleshooting. * Experience with user accounts, permissions, identity, and access management. * Strong understanding of Windows devices, endpoint management, and business applications. * Strong troubleshooting, problem-solving, and organisational skills. * Ability to manage multiple support requests while maintaining service quality. * Relevant Microsoft certifications. COMMUNICATION & SERVICE * Excellent verbal and written communication skills. * Confidence communicating directly with clients and managing expectations. * Professional, patient, approachable, and service-focused. * Comfortable supporting less experienced colleagues. * Able to take ownership of issues and follow tasks through to completion. SECURITY & TECHNICAL AWARENESS * Good understanding of information security and the importance of documented processes. * Security-conscious approach to handling client and company information. * Ability to recognise when specialist, infrastructure, or security escalation is required. DESIRABLE * Microsoft Entra ID and identity and access management experience. * Microsoft Intune and endpoint/device administration experience. * Experience with IT service management or ticketing systems. * Cybersecurity awareness and phishing prevention knowledge. * Identity and Access Administrator Associate certification or related experience. RESPONSIBILITIES IT SUPPORT & SERVICE DESK * Provide first- and second-line support to clients and internal users through the service desk. * Support first-line colleagues with more complex technical matters where required. * Troubleshoot and resolve Microsoft 365, Windows, identity, access, endpoint, and application issues. * Manage incidents and service requests accurately and efficiently. * Maintain clear and accurate records across service desk and internal systems. CLIENT SUPPORT * Communicate directly with clients by phone, email, and other support channels. * Provide clear, professional, and confident updates throughout the support lifecycle. * Take ownership of escalated issues and ensure appropriate follow-through. * Work collaboratively with the wider team to deliver a responsive and professional client experience. IDENTITY & ENDPOINT ADMINISTRATION * Support Microsoft 365 user administration and day-to-day account management. * Assist with onboarding, offboarding, permissions, access changes, and related troubleshooting. * Support Microsoft Intune and Microsoft Entra ID administration where required. INFORMATION SECURITY * Follow company information security policies, access controls, and documented procedures. * Report security incidents, risks, suspicious activity, and non-conformances promptly. * Maintain awareness of phishing, cybersecurity, and user behaviour risks. * Handle client and company information securely and confidentially. * Complete relevant security training and follow established good practice. ESCALATION & CONTINUOUS IMPROVEMENT * Take ownership of complex technical issues escalated from first-line support. * Escalate highly complex infrastructure, security, or specialist issues to the appropriate team. * Contribute to continuous improvement while working effectively within established processes. * Support colleagues and contribute to the ongoing development of the IT support service. HOW WE TAKE CARE OF OUR TEAM 💰 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

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