L3 Service Desk Engineer (MSP / Infrastructure & Security)

Dijital Team Pty Ltd

Colombo Remote permanent

Posted: March 5, 2026

Quick Summary

A highly skilled L3 Service Desk Engineer with strong experience in MSP environments, Microsoft ecosystem, and security tools is required for this role. The ideal candidate should be technically strong, security-aware, and an excellent communicator, handling complex L3 issues, L1/L2 tickets, and project work as needed. This is a full-time remote position in Colombo with a focus on NZ Time Zone (early morning 2:00 IST / SL time equivalent).

Job Description

We are looking for a highly skilled L3 Service Desk Engineer with strong experience in MSP environments, Microsoft ecosystem, and security tools. This role requires a hands-on senior engineer who can handle complex L3 issues, while also supporting L1/L2 tickets and project work when required. The ideal candidate should be technically strong, security-aware, and an excellent communicator

Work Mode: Full-Time Remote

Working Hours: NZ Time Zone (Early morning 2:00 IST / SL time equivalent

Key Responsibilities :
Technical Support & Escalations

• Act as L3 escalation point for complex technical issues

• Troubleshoot Windows Server & Active Directory issues

• Manage Microsoft 365 environments

• Own backup, restore, and disaster recovery processes

MSP Tools & Systems Management

• Work with RMM tools (Datto RMM, Kaseya 365 Device, VSA X)

• Maintain IT documentation (IT Glue / Network Glue)

• Manage tickets, workflows, and SLAs

• Support automation and proactive monitoring

Security & Compliance

• Monitor tools like Datto AV/EDR, RocketCyber, ConnectSecure

• Support email security (Inky, Graphus, Bullphish, Huntress)

• Follow compliance and security best practices

• Perform basic security investigations

Cloud & SaaS Management

• Manage Microsoft 365, SaaS Alerts, Spanning

• Monitor Dark Web ID alerts and SaaS risks

Documentation & Process

• Maintain documentation in IT Glue

• Perform root cause analysis

• Ensure knowledge sharing

Communication & Flexibility

• Provide strong client communication

• Explain technical issues clearly

• Handle L1/L2 tickets when needed

• Support projects and improvements

Required Skills & Experience

Core Technical Skills

• Windows Server & Active Directory

• Microsoft 365 Administration

• Backup & Restore solutions

• MSP experience and RMM tools

Security Knowledge

• Endpoint security (EDR/XDR)

• Email security and phishing protection

• Cybersecurity best practices

Tools Exposure

• Datto RMM, Kaseya 365, VSA X

• IT Glue / Network Glue

• BMS / PSA tools

• RocketCyber, Connect Secure

• SaaS Alerts, Spanning

Certifications

• Microsoft 365 Certified (preferred)

• CEH or equivalent (highly preferred)

Experience Required:
• 4–6+ years in IT Support / MSP

• L2/L3 support experience

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