Level 1.5 / Level 2 Support Engineer - (MSP | ConnectWise | Automation‑Driven | Microsoft 365 | Networking )

Dijital Team Pty Ltd

Colombo permanent

Posted: March 17, 2026

Required Skills

Job Description

We are looking for a proactive Level 1.5 / Level 2 MSP Support Engineer to join a fast‑paced managed services environment. This role acts as an escalation point from Level 1 and is responsible for resolving more complex technical issues across Microsoft 365, cloud, server, networking, and security environments. The ideal candidate will be comfortable working in an SLA‑driven service desk, using automation and structured workflows to deliver high‑quality support to multiple clients.

Key Responsibilities:
• Provide Level 1.5 / Level 2 technical support via ticketing system, phone, email, and remote tools

• Own, manage, and progress tickets to resolution in line with SLA requirements

• Troubleshoot and resolve issues across Microsoft 365, Active Directory, Azure AD, Windows Server, endpoints, and networking

• Act as an escalation point for Level 1 engineers and collaborate with senior engineers when required

• Use ConnectWise‑style PSA/RMM workflows for ticket handling, documentation, and time logging

• Support and enhance automation workflows, including service desk task automation and proactive monitoring

• Monitor client environments, identify recurring issues, and contribute to root‑cause analysis

• Perform after‑hours maintenance or on‑call tasks when required

• Maintain clear and accurate technical documentation and knowledge base articles

• Work closely with onshore and offshore team members to ensure smooth service delivery

Required Skills & Experience:
•

• 3+ years of experience in an MSP or service‑driven IT support environment

•

• Strong hands‑on experience with:

• Microsoft 365 (Exchange Online, Teams, SharePoint)

• Windows 10/11 and Windows Server

• Active Directory / Azure AD (Entra ID)

Experience with service desk tools and remote support platforms
• Exposure to ConnectWise (PSA/RMM) or similar MSP toolsets

• Exposure to automation tools such as PIA (Platform Integration Automation) or comparable workflow automation platforms

• Solid foundation in networking troubleshooting (DNS, DHCP, TCP/IP, VPNs)

• Strong troubleshooting, analytical, and communication skills

• Ability to manage and prioritise a personal ticket queue with accountability

Desirable Experience:
• Exposure to security tools such as ThreatLocker, EDR, MFA, or access control platforms

• Experience supporting firewall or network platforms (e.g., WatchGuard, Ubiquiti, UniFi, UISP)

• Relevant certifications (Microsoft, Azure, ITIL)12

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