Desktop Engineer Level 2 @Dijital Team Pty Ltd

[Hiring] Desktop Engineer Level 2 @Dijital Team Pty Ltd

Mar 25, 2025 - Dijital Team Pty Ltd is hiring a remote Desktop Engineer Level 2. 💸 Salary: unspecified. 📍Location: Asia.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

This role calls for autonomous problem-solving, effective collaboration with clients and internal teams, and a proactive approach to incident management to meet our high service standards.

You will be guided and exposed to multiple technologies and work within a team that is open to sharing knowledge, guiding, and mentoring.

If you have a background in server administration, network operations, strong communication skills, and a passion for delivering client-focused solutions, we invite you to apply and contribute to our mission of providing exceptional managed IT services.

Requirements

Deliver outstanding customer service and communication, ensuring a positive experience for all clients
Serve as the first point of contact for support requests via phone, email, and ticketing systems
Triage incoming tickets and allocate tickets to the appropriate resources for resolution
Correct prioritization through triage
Troubleshoot customer issues efficiently and effectively using remote support tools
Responding to and resolving desktop, server, and network issues
Escalation of tickets to level 3 support when required
Create, update and maintain detailed and accurate records of all support requests, troubleshooting steps, and resolutions in the ticketing system
Work seamlessly with the team, documenting clear notes, instructions, and information to ensure smooth workflow transitions between rostered colleagues
Identify recurring incidents, offering insights to internal stakeholders and assisting with root cause analysis and resolution
Ensure adherence to service level agreements (SLAs) and provide timely updates to users on ticket progress
Actively monitor and respond to alerts from our monitoring tools, diagnosing and resolving issues swiftly
Manage and coordinate updates for major or critical incidents, keeping key stakeholders informed and ensuring resolution transparency
Independently handle alerts, phone calls, and backups, driving each to resolution within SLA
Training and research to stay up to date with new technology
Participate in shift rotations as required

Responsibilities

Experience in infrastructure or operations support, preferably within a managed services environment
Practical experience using Helpdesk Ticketing and Remote Monitoring and Management (RMM) Tools such as ConnectWise
Proficient in Windows Server suite, Backup Applications & virtual environments

Essentials Tools/Systems

ConnectWise RMM
Strong knowledge of the Microsoft Suite: Teams, etc.

Desirable Tools/Systems

Familiarity with IT Glue (for documentation)
Proficiency in Fortinet

Qualifications

Excellent Communication Skills: Verbal and written – confident communication style
Ability to deal with busy, high-pressure situations
Committed to achieving excellence in customer service with a focus on user satisfaction
Strong problem-solving and troubleshooting skills
The ability to demonstrate initiative and provide attention to detail
The ability to work remotely from your fellow colleagues but still feel comfortable asking questions when required
Capable of identifying and addressing issues proactively
Efficient with your time, and the ability to multitask and manage conflicting deadlines
High level of flexibility and adaptability and maintaining a calm outlook amid chaos
Ability to work both independently and collaboratively within a team
Resourceful
Ability to exercise good judgment, logical decision making and escalate issues appropriately when required

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Before You Apply

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📍	Be aware of the location restriction for this remote position: Asia
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

Back to Remote jobs > Customer Service

Desktop Engineer Level 2 @Dijital Team Pty Ltd

Customer Service

Salary 💸 unspecified	Remote Location Asia
Job Type full-time	Posted Mar 25, 2025

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️

📍	Be aware of the location restriction for this remote position: Asia
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

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[Hiring] Desktop Engineer Level 2 @Dijital Team Pty Ltd

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