L3 Service Desk Engineer (Remote – NZ Time Zone)

We are seeking a highly skilled L3 Service Desk Engineer with extensive Managed Services Provider (MSP) experience to join our team. This is a hands-on senior role that requires a balance of resolving complex L3 escalations, supporting L1/L2 tickets when necessary, and contributing to high-level project work.

The ideal candidate is a technically proficient, security-conscious professional and a clear communicator.

Role Overview

Work Mode: Full-Time Remote
Working Hours: New Zealand Time Zone (Shift starts at approximately 2:00 AM IST / SL time)

Key Responsibilities

Technical Escalations: Serve as the L3 point of contact for complex issues involving Windows Server, Active Directory, and Microsoft 365 environments. Lead backup, restore, and disaster recovery processes.
MSP Systems Management: Utilize RMM tools (Datto RMM, Kaseya 365, VSA X) to support automation and proactive monitoring. Manage tickets and workflows within strict SLAs.
Security & Compliance: Monitor security stacks (Datto AV/EDR, RocketCyber, ConnectSecure) and email security platforms (Inky, Graphus, Huntress). Perform basic security investigations and ensure best practices.
Cloud & SaaS Management: Oversee Microsoft 365, SaaS Alerts, and Spanning. Monitor Dark Web ID alerts and mitigate SaaS-related risks.
Documentation: Maintain comprehensive technical records in IT Glue / Network Glue and perform root cause analysis (RCA) to ensure knowledge sharing.

Required Skills & Experience

Experience: 4–6+ years in IT Support within an MSP environment, with a proven track record in L2/L3 roles.
Core Technical Skills: Advanced Windows Server & AD administration, M365 management, and robust Backup/Restore expertise.
Security Knowledge: Practical experience with EDR/XDR, phishing protection, and general cybersecurity frameworks.
Tooling: Proficiency with Datto/Kaseya RMM, IT Glue, BMS/PSA tools, and security platforms like RocketCyber or SaaS Alerts.
Certifications: Microsoft 365 Certification is preferred; CEH (Certified Ethical Hacker) or equivalent is highly preferred.

Candidate Privacy & Communication

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More information

Job Location : Colombo, Sri Lanka
City : Colombo
Company Name : Dijitel Team