Achieve more offshore
Centralized Service Engineer – L2
Location
Sri Lanka
Posted
4 days ago
Salary
0
Seniority
Senior
Job Description
Centralized Service Engineer – L2
Dijital Team
• Manage and complete assigned service requests according to scheduled priorities • Maintain accurate and timely time entries and service notes • Document progress, next steps, and outcomes clearly to enable seamless collaboration • Escalate issues appropriately in line with established processes • Identify opportunities for hardware refreshes and technology improvements • Monitor and verify backup success across managed environments • Ensure patching activities are completed and issues are resolved promptly • Maintain device security through vulnerability remediation and patch management • Support ongoing system health and operational reliability • Respond to monitoring alerts and escalate incidents as required • Investigate and resolve infrastructure and system issues • Maintain and improve monitoring configurations to ensure effective coverage • Leverage tools such as Microsoft Intune to improve consistency and efficiency • Identify opportunities to automate repetitive tasks and reduce manual effort • Contribute ideas that enhance service delivery and operational performance • Communicate proactively with customers throughout the lifecycle of service requests • Provide clear updates via phone, email, and collaboration channels • Educate customers on technology best practices and support processes • Deliver a professional and customer-focused support experience • Coordinate with vendors and external partners to support client outcomes • Communicate progress and technical requirements effectively • Promote adherence to established operational and change management processes • Build and maintain positive working relationships with external stakeholders • Participate in change management activities and approvals • Complete required change documentation and reviews • Support change implementation while minimising risk and service disruption • Ensure all changes follow established governance processes • Collaborate closely with technical leadership and team members • Provide regular updates on ticket progress and project activities • Share knowledge, ideas, and recommendations for improvement • Contribute positively to team discussions and operational planning • Maintain accurate and up-to-date technical documentation • Create documentation for new systems, processes, and solutions • Develop user guides and knowledge base resources for repeatable tasks • Ensure documentation standards are consistently upheld
Job Requirements
- Minimum 5 years of experience in IT infrastructure, systems engineering, or managed services
- Proven experience working within a Managed Service Provider (MSP) environment
- Strong customer-facing experience with excellent service delivery skills
- Experience supporting networking, infrastructure, and security technologies
- Exposure to structured operational and support processes
- Advanced Microsoft 365 administration
- Advanced Microsoft Azure administration
- PowerShell scripting and automation
- Endpoint management and device compliance administration
- Security operations and security best practices
- Networking fundamentals and troubleshooting expertise
- Experience with Microsoft Intune or similar endpoint management platforms
- Understanding of Conditional Access policies
- Experience supporting secure remote working environments
- Kaseya platform experience (Nice to Have)
- Datto RMM experience (Nice to Have)
- Datto Secure Edge experience (Nice to Have)
- Experience with remote monitoring and management (RMM) tools (Nice to Have)
- Microsoft certifications (Nice to Have)
- Azure certifications (Nice to Have)
- Networking certifications (Nice to Have)
- CISSP, CISM, or equivalent security certifications (Nice to Have)
- AI and automation experience (Nice to Have)
- Process improvement initiatives (Nice to Have)
- Documentation and knowledge management expertise (Nice to Have)
- Strong verbal and written communication skills (Professional Attributes)
- Logical and methodical troubleshooting approach (Professional Attributes)
- Ability to explain technical concepts in clear, user-friendly language (Professional Attributes)
- Strong organisational and prioritisation skills (Professional Attributes)
- Collaborative team player with a proactive mindset (Professional Attributes)
- Adaptable and able to manage competing priorities effectively (Professional Attributes)
- Commitment to continuous learning and professional development (Professional Attributes)
Benefits
- 💰 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
Related Guides
Related Categories
Related Job Pages
More Field Engineer Jobs
• Perform timely and accurate preventative maintenance, installations, and troubleshooting on medical equipment within a hospital or healthcare system to ensure optimal delivery of healthcare services to patients. • Maintain relationships with customers and ensure timely communication, resolution and proper follow-up to drive customer satisfaction. • Adhere to company policies, procedures, and hospital protocols, to ensure regulatory and compliance requirements are met; ensure documentation of all work performed is captured, including the ordering of parts.
• Perform timely and accurate preventative maintenance, installations, and troubleshooting on medical equipment within a hospital or healthcare system to ensure optimal delivery of healthcare services to patients. • Maintain relationships with customers and ensure timely communication, resolution and proper follow-up to drive customer satisfaction. • Adhere to company policies, procedures, and hospital protocols, to ensure regulatory and compliance requirements are met; ensure documentation of all work performed is captured, including the ordering of parts.
Role Description We are seeking a highly motivated Field Application Engineer (FAE) to support strategic accounts across the Central or Eastern U.S. territory. This role sits at the intersection of sales strategy and technical expertise, driving system-level engagements, design wins, and long-term business growth. The ideal candidate is not just technically strong, but sales-minded, with the ability to understand customer roadmaps, influence decision-making, and position differentiated solutions within complex systems. This role requires regular travel (1–3 trips per month) to engage customers, build relationships, and drive opportunities forward. Key Responsibilities - Drive design wins and revenue growth within assigned accounts by aligning technical solutions with customer business strategies. - Lead system-level selling initiatives, owning block diagrams and identifying opportunities across the full solution stack. - Partner closely with sales to develop account strategies, penetration plans, and competitive positioning. - Conduct customer visits, executive-level discussions, and technical presentations to articulate value propositions. - Identify and qualify opportunities, building and managing a strong design funnel with clear conversion milestones. - Translate customer requirements into actionable insights for product lines and influence roadmap direction. - Provide technical leadership in sales campaigns, including demos, solution architecture, and competitive displacement strategies. - Build deep relationships with engineering, sourcing, and executive stakeholders at customer accounts. - Enable internal teams and partners through training, positioning, and application knowledge sharing. Qualifications - Sales-oriented FAE mindset: strong interest in business strategy, not just technical support. - Proven ability in system selling (not component-level only). - Strong commercial acumen—understands pricing, positioning, and competitive dynamics. - Bachelor’s degree in Electrical Engineering (MSEE preferred) or related field. - 3+ years in FAE, design engineering, or technical sales roles. - Experience in power electronics, semiconductors, or system-level architectures. - Demonstrated ability to influence customer decisions and drive design-ins. - Strong understanding of account strategy and multi-stakeholder selling. - Excellent communication and presentation skills. Preferred Traits - Background supporting industrial, automotive, or power applications. - Experience working with cross-functional global teams (sales, product, marketing). - Entrepreneurial mindset: self-starter, results-driven, thrives in ambiguity. Travel Requirements - Regular customer engagement required. - Typically 1 trip per month, with flexibility up to 2–3 trips/month depending on business needs. Company Description
• Perform timely and accurate preventative maintenance on medical equipment with a hospital or healthcare system • Troubleshoot and basic service repairs on customer equipment • Assist more experienced field engineers with equipment installations and more complex repairs • Engage with team members to ensure appropriate solution for the customer • Maintain relationships with customers and ensure timely communication and resolution • Adhere to company policies, procedures and hospital protocols • Partner with customers and/or sales team to recommend value-added services • Utilize the GEHC escalation process as needed • Be available after-hours and/or work a rotating on-call schedule, including weekends


