L3 Engineer – Microsoft Cloud, SaaS & Security
Dijital Team Colombo, Western Province, Sri Lanka
IT Services and IT Consulting · 201-500 employees
About the role
The L3 Engineer will take end-to-end ownership of complex technical escalations and major incidents while driving root-cause analysis and service improvements. They will also support Microsoft-focused projects, manage infrastructure environments, and facilitate the secure adoption of AI-enabled workflows.
What they look for
Requirements
Candidates must have proven experience in a senior technical support or L3 engineering role, preferably within an MSP environment. Strong hands-on expertise in Microsoft 365, identity management, cloud security, and core infrastructure troubleshooting is essential.
Benefits
Full description
About the Role
We are seeking an experienced L3 Engineer – Microsoft Cloud, SaaS & Security to provide senior technical support, take ownership of complex escalations, and strengthen the reliability, security, and maturity of client technology environments.
You will work across Microsoft technologies, managed IT services, cloud, infrastructure, cybersecurity, and emerging AI solutions. The role requires strong technical judgement, an MSP mindset, and the ability to communicate complex issues clearly to both technical and non-technical stakeholders.
About the Client
You will be working with an established technology partner supporting small and mid-sized organisations with secure, practical, and future-focused technology solutions. The organisation helps clients reduce disruption, protect critical information, meet compliance requirements, and improve the way they work through managed IT, cybersecurity, Microsoft, cloud, and AI capabilities.
Ideal Profile
- Proven experience in a Level 3 engineering or senior technical support role, preferably within an MSP environment.
- Strong hands-on expertise across Microsoft 365, Entra ID, Intune, endpoint management, identity, email, cloud, and security.
- Solid knowledge of servers, networks, firewalls, VPNs, DNS, backups, remote access, and business applications.
- Strong troubleshooting and root-cause analysis capabilities, with the ability to identify dependencies across complex environments.
- Experience supporting Microsoft-focused projects, migrations, deployments, and technical improvements.
- Understanding of cybersecurity controls, endpoint protection, monitoring, and remediation.
- Practical interest in Microsoft Copilot, cloud services, and AI-enabled workflows, with the judgement to apply AI securely and appropriately.
- Strong documentation and knowledge-management skills.
- Clear, concise communication with technical and non-technical stakeholders.
- Ability to remain composed while managing competing priorities and complex incidents.
- A collaborative approach to working with clients, vendors, engineers, and leadership.
- A proactive mindset focused on service quality, standardisation, security, and continuous improvement.
Responsibilities
Technical Support and Service Delivery
- Take end-to-end ownership of Level 3 escalations, major incidents, and recurring technical issues from diagnosis through resolution and follow-up.
- Conduct root-cause analysis and turn recurring issues into documented fixes, standards, automation opportunities, or project recommendations.
- Administer and troubleshoot Microsoft 365, Entra ID, Intune, endpoints, identity, email, cloud, and security environments.
- Support Microsoft-focused projects, migrations, deployments, and technical improvements across client environments.
- Manage and troubleshoot servers, networks, firewalls, VPNs, DNS, backups, remote access, and business applications.
Security, AI and Continuous Improvement
- Implement and support cybersecurity controls, endpoint protection, monitoring, and remediation activities.
- Support the secure and practical adoption of Microsoft Copilot, cloud services, and AI-enabled workflows.
- Use AI to improve productivity while applying independent technical judgement and maintaining clear human communication.
- Maintain accurate client records, technical documentation, procedures, and knowledge articles.
- Identify opportunities to improve service quality, standardisation, security, and operational efficiency.
Client and Team Contribution
- Explain technical issues, available options, risks, and recommendations clearly to technical and non-technical stakeholders.
- Provide technical guidance and knowledge sharing to Level 1 and Level 2 engineers.
- Collaborate with clients, vendors, internal engineering teams, and leadership to deliver dependable outcomes.
- Manage competing priorities effectively and provide concise, timely communication during urgent or complex incidents.
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
\n
\n
