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Systems Engineer, Level 2
Dijital Team. Deliver responsive Level 2 technical support through telephone, remote support channels, and service desk ticketing systems .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in administering and troubleshooting Microsoft 365 environments, including Exchange Online, Teams, and SharePoint Online, while providing Level 2 technical support and maintaining high customer service standards. Proficient in problem-solving, ticket management, and developing technical documentation to enhance service desk efficiency.
Highest-signal resume keywords
Microsoft 365 AdministrationLevel 2 Technical SupportMicrosoft Azure KnowledgeCustomer Service MindsetAnalytical Problem-Solving
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Microsoft 365Exchange OnlineTeamsSharePoint OnlineMicrosoft AzureTroubleshootingTicket ManagementNetworking KnowledgeMicrosoft Defender AdministrationVMware Administration
Soft Skills
Excellent Communication SkillsCustomer EngagementOrganisational SkillsProactive ApproachAttention to Detail
Tools & Technologies
Service Desk Ticketing SystemsRemote Support ChannelsKnowledge Base ArticlesTechnical DocumentationSecurity Policies
Certifications & Qualifications
Intermediate-Level Microsoft Certification
Industry Keywords
Managed Service ProviderMulti-Client IT SupportInfrastructure ProjectsCloud ImplementationTechnical Support
Tech Stack
Tools & technologiesAzureCloudDNSTCP/IPVMware
About the role
Key responsibilities & impact- Deliver responsive Level 2 technical support through telephone, remote support channels, and service desk ticketing systems
- Investigate, diagnose, and resolve incidents and service requests involving user access, endpoint devices, Microsoft 365, Azure, and related technologies
- Administer and support Microsoft 365 environments, including user identities, permissions, Exchange Online, Teams, SharePoint Online, and associated cloud services
- Own assigned support tickets end-to-end, including categorisation, proactive customer updates, and timely resolution
- Maintain comprehensive technical notes covering troubleshooting steps, actions performed, and final resolutions
- Develop and maintain knowledge base articles and internal technical documentation
- Complete accurate timesheets with appropriate allocation of customer-related and internal activities
- Assist senior engineers and project leads with infrastructure and cloud-based project activities
- Follow security policies, access controls, operational procedures, and client-specific security requirements
- Identify and escalate complex technical issues and potential risks while maintaining communication and follow-through
- Deliver sustainable solutions that minimise recurring incidents and improve service quality
- Contribute to positive customer experiences through professional communication and effective issue resolution
- Strengthen technical capabilities through practical learning, Microsoft certifications, and advanced engineering activities
- Identify opportunities to improve service desk processes, documentation, and support efficiency
Requirements
What you’ll need- Proven experience in Level 2 service desk or systems support, demonstrating clear progression beyond entry-level technical support
- Strong hands-on experience administering and troubleshooting Microsoft 365, including Exchange Online, Teams, SharePoint Online, and identity management
- Working knowledge of Microsoft Azure, cloud identity, and related technologies
- Intermediate-level Microsoft certification, or demonstrated capability and commitment to obtain one within the six-month probation period
- Experience with Microsoft Defender administration or security operations (desirable)
- Advanced SharePoint Online administration and troubleshooting knowledge (desirable)
- Familiarity with VMware administration and support (desirable)
- Foundational networking knowledge, including DNS, DHCP, TCP/IP, VPNs, and connectivity troubleshooting (desirable)
- Previous Managed Service Provider or multi-client IT support experience (desirable)
- Exposure to infrastructure or cloud implementation projects (desirable)
- Excellent written and verbal English communication skills
- Ability to engage directly with Australian customers
- Strong customer-service mindset and ability to explain technical concepts to non-technical audiences
- Analytical, troubleshooting, prioritisation, and problem-solving capabilities
- Proactive and accountable approach to ticket ownership, customer communication, and issue resolution
- Strong organisational skills and attention to technical documentation, ticket management, and timesheet reporting
- Ability to work independently while collaborating with senior engineers and wider technical teams
Benefits
Comp & perks- 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
- Internet allowance
- Gym & wellness allowance
- Regular team events & engagement activities
- Diji Assist mental health and counseling support
- Reimbursement for industry certifications
- Open-door culture where ideas and feedback matter
- Flexible work – home or office
- Rewards & recognition
- Christmas and financial year-end parties