Scan your resume against ATS criteria for this L2/L3 Helpdesk Support Engineer role at Dijital Team Pty Ltd.
We are seeking an experienced
to join a managed services team supporting multiple client environments. This is a hands-on technical role focused on resolving escalated service desk issues across Microsoft 365, Entra ID, networking, backup, and business continuity technologies L2/ L3 Helpdesk Support Engineer.
You will take ownership of complex incidents through to resolution while collaborating closely with the broader service desk team. As part of a small, collaborative environment, you will also assist with first-line support when required, provide technical guidance to junior team members, and contribute to proactive improvements that reduce recurring incidents.
You will be working with an established Australian technology services provider delivering managed IT support and infrastructure solutions across a diverse client base. The organisation operates with a collaborative, hands-on service model where technical specialists work closely across support levels to deliver responsive and reliable client outcomes.
within an MSP or comparable multi-client IT support environment, with demonstrated progression into L2/L3 troubleshooting.
, including Exchange, SharePoint, Teams, and licensing.
, including user and device management, Conditional Access, MFA, and hybrid identity.
Solid networking fundamentals covering TCP/IP, VLANs, routing and switching, firewalls, VPNs, DNS, and DHCP.
Ability to independently investigate and resolve complex connectivity and infrastructure issues.
Practical experience with the
, including Datto RMM, Autotask/BMS, and Datto BCDR, is highly desirable.
, including job configuration, troubleshooting, and restoration procedures, would be advantageous.
Strong written and verbal English communication skills with the ability to communicate effectively with colleagues and clients.
Self-directed, dependable, and comfortable working remotely with minimal supervision.
Comfortable operating within a small team and contributing across multiple levels of technical support.
Sound judgement when determining whether an issue should be resolved directly or escalated.
Microsoft 365 Modern Desktop Administrator or Endpoint Administrator certification.
Microsoft Certified: Azure Administrator Associate (AZ-104).
Kaseya or Datto product certifications.
CompTIA Network+, Cisco CCNA, or comparable networking certification.
Previous experience supporting Australian clients within an MSP or offshore support environment.
Familiarity with ITIL-aligned service desk processes.
Experience with ticketing platforms such as Autotask, ConnectWise, or similar.
Basic
skills for automating routine administration tasks.
Own and resolve L2/L3 escalations across multiple client environments, managing tickets through to successful resolution.
Diagnose and resolve Microsoft 365 issues spanning Exchange, SharePoint, Teams, licensing, and related services.
Administer and troubleshoot Entra ID environments, including users, groups, Conditional Access, MFA, SSO, authentication, and hybrid identity synchronisation.
Troubleshoot client network environments, including firewalls, switches, VPNs, wireless connectivity, DNS, DHCP, and general network issues.
Manage and support the Kaseya/Datto technology stack for monitoring, patching, remote support, backup verification, and business continuity.
Assist with L1 support tickets when required and work collaboratively with first-line engineers to achieve timely resolutions.
Support effective ticket triage and ensure complex incidents are escalated appropriately.
Maintain active communication with the wider service delivery team, coordinating escalations, handovers, and technical support requirements.
Collaborate with service desk leadership on prioritisation, complex incidents, escalations, and day-to-day technical coordination.
Produce clear and consistent documentation covering resolutions, runbooks, knowledge articles, and client-specific configurations.
Contribute to root cause analysis for recurring incidents and recommend proactive solutions that reduce repeat support requests.
Mentor L1 helpdesk engineers and provide technical guidance where required.
Contribute to maintenance activities and project-related technical work as required.
💰 Get paid in Australian Dollars
🏥 Medical insurance from day 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
vision.
How to apply for L2/L3 Helpdesk Support Engineer at Dijital Team Pty Ltd?
Click the "Apply on Company Website" button on this page to submit your application directly on the employer's official portal.
What is the salary for this role?
Salary details will be discussed during the interview.
What experience is required?
3+ years of experience is required.
Is this position still open?
Yes, currently active and accepting applications.
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