DEDICATED ROLE ・ MANAGED FOR YOU

Build Service Desk Capacity with a Dedicated
L2 Engineer.

Finding experienced technical talent is one of the biggest challenges facing MSPs and IT Service Providers.

Increase technical capacity, reduce pressure on senior engineers and provide faster support to your customers with a dedicated Level 2 Engineer.

100%
Dedicated to your business

MSP-ready
Screened for your stack

Embedded
In your tools & processes

Talk to Dijital Team Explore the role

ROLE SNAPSHOT

Available

Level 2 Engineer

A dedicated technical team member, recruited around your MSP.

Model

Full-time & dedicated

Location

Sri Lanka

Works in

Your PSA, RMM & stack

You interview and select the candidate.

As ticket volumes increase, engineers can become overloaded with work that is too complex for Level 1 support but does not require the involvement of a senior engineer. This creates delays, increases escalations and leaves highly paid technical resources spending too much time on day-to-day support issues.

A dedicated L2 Engineer from Dijital Team can help close this capability gap.

Your L2 Engineer becomes an embedded member of your business, working within your systems, processes and service delivery standards. They can take ownership of escalated support tickets, troubleshoot more complex technical issues and help improve the performance of your service desk.

Unlike a shared help desk or outsourced ticket queue, your engineer works exclusively for your business.

DAY IN THE LIFE

Meet the person behind the tickets

A future video can show a real L2 Engineer moving through service desk stand-ups, escalated troubleshooting, customer communication, documentation and team collaboration.

An L2 Engineer, also known as a Level 2 Support Engineer or Level 2 IT Support Engineer, is responsible for resolving technical issues that require deeper troubleshooting and technical knowledge than a typical Level 1 service desk request.

L2 Engineers commonly investigate escalated incidents involving Microsoft 365, Windows Server, networking, virtualisation, identity management, endpoint security and cloud services.

They sit between frontline service desk analysts and senior Level 3 or project engineers.

A capable L2 Engineer does more than simply work through a ticket queue. They investigate underlying causes, communicate clearly with customers, document their work and take ownership of issues through to resolution.

For a growing MSP, the L2 Engineer is often one of the most important roles within the technical delivery team.

Why MSPs Need Strong Level 2 Support

Many service desks experience a capability bottleneck between Level 1 and Level 3.

Level 1 Engineers may be able to resolve password resets, basic application issues and standard user requests. However, more complex tickets are often escalated directly to senior engineers.

When this happens regularly, Level 3 Engineers and project resources can become distracted by reactive support work. Projects are delayed, strategic work is interrupted and labour efficiency begins to decline.

A dedicated L2 Support Engineer can provide the technical depth needed to resolve these escalations without involving your most senior resources.

This can help your MSP:

Resolve more tickets within the service desk

Reduce unnecessary Level 3 escalations

Improve ticket response and resolution times

Protect project engineer capacity

Strengthen service desk coverage

Improve customer satisfaction

Increase labour efficiency

Create clearer technical career pathways

Scale without relying entirely on local recruitment

By building the right mix of Level 1, Level 2 and Level 3 capability, your service desk can operate more consistently and profitably.

What Can a Dedicated L2 Engineer Do?

The exact responsibilities of your L2 Engineer will depend on your customers, technology stack and service delivery model. Every role is designed based on your individual requirements.

Dijital Team recruits each engineer specifically for your business. We do not allocate an available person from a shared bench.

Common L2 Engineer responsibilities include:

Escalated Ticket Resolution

Your engineer can investigate and resolve tickets escalated from Level 1 support, including incidents that require advanced troubleshooting, system administration or coordination with third-party vendors.

Microsoft 365 Support

An L2 Engineer may assist with Exchange Online, Microsoft Teams, SharePoint, OneDrive, Entra ID, user access, licensing, security settings and Microsoft 365 administration.

Windows Server Administration

Responsibilities may include Active Directory, Group Policy, DNS, DHCP, file servers, print services, server performance and general Windows Server troubleshooting.

Azure and Cloud Support

An L2 Engineer may support Azure virtual machines, Azure networking, identity services, backup, monitoring and cloud-based customer environments.

Network Troubleshooting

Your engineer may troubleshoot firewalls, switches, wireless networks, VPN connections, internet connectivity, DNS issues and network performance problems.

Endpoint and Device Management

L2 Engineers can support Windows devices, endpoint management platforms, patching tools, antivirus solutions, EDR platforms and remote monitoring and management systems.

Backup and Disaster Recovery

They may monitor backup jobs, investigate failed backups, assist with restores and escalate potential business continuity risks.

User Onboarding and Offboarding

Your engineer can help manage more complex onboarding and offboarding processes, including permissions, application access, devices, licensing and security requirements.

Technical Documentation

A dedicated L2 Engineer can maintain technical notes, customer documentation, standard operating procedures, knowledge base articles and configuration records.

Problem Management

Rather than repeatedly resolving the same symptoms, an experienced engineer can help identify recurring issues and contribute to long-term corrective actions.

Microsoft 365

Microsoft Azure

Microsoft Entra ID

Active Directory

Exchange Online

Microsoft Teams

SharePoint and OneDrive

Windows Server

Windows 10 and Windows 11

Group Policy

DNS and DHCP

Hyper-V and VMware

Firewalls and networking

VPN technologies

Backup and disaster recovery platforms

Endpoint protection and EDR

Remote monitoring and management tools

Professional services automation platforms

IT documentation systems

PowerShell

Intune and endpoint management

Multi-factor authentication

Conditional Access

Email security platforms

A Dedicated Engineer, Not a Shared Resource

Dijital Team does not operate a traditional outsourced help desk.

Your L2 Engineer works exclusively for your business and becomes part of your team. They learn your customers, systems, processes, documentation standards and company culture.

You control their day-to-day priorities and responsibilities in the same way you would manage a locally employed team member.

This dedicated model helps create stronger accountability, deeper technical knowledge and better customer outcomes.

Your engineer can:

Use your email address and communication platforms
Work inside your PSA and RMM systems
Attend service desk meetings
Participate in training and development
Follow your escalation procedures
Communicate directly with customers
Contribute to documentation and process improvement
Build long-term knowledge of your customer environments

The goal is not simply to provide additional hands. It is to help you build a capable, stable and scalable technical team.

Why Hire an L2 Engineer in Sri Lanka?

Sri Lanka has a growing technology sector and a strong pool of English-speaking IT professionals.

For Australian, New Zealand and UK technology businesses, Sri Lanka can provide a strong combination of technical capability, communication skills, cultural alignment and working-hour coverage.

Dijital Team provides each team member with the professional environment and support required to perform effectively.

This includes modern office facilities, reliable business-grade internet, backup power, suitable IT equipment, team engagement, professional development and local leadership support.

Your engineer is not left to work in isolation. They are supported by Dijital Team while remaining fully dedicated to your business.

Improve MSP Profitability Without Compromising Service Quality

Hiring an offshore L2 Engineer should not be viewed as simply replacing a local employee with a lower-cost resource.

The greater opportunity is to improve the structure and capability mix of your technical team.

A dedicated L2 Engineer can help your MSP keep more support work at the appropriate technical level. This reduces the number of lower-value tickets reaching senior engineers and allows those senior resources to focus on projects, consulting, architecture, automation and higher-value customer outcomes.

This can improve:

Labour efficiency
Service desk utilisation
Ticket profitability
Project delivery capacity
Customer response times
Engineer workload distribution
Service consistency
Gross margin
Business scalability

The right L2 Engineer can provide the additional capacity needed to grow without allowing service quality or team wellbeing to decline.

Step 1

Role Definition

We work with you to understand the technical skills, MSP experience, communication capability, working hours and personal attributes required for the role.

Step 2

Talent Acquisition Screening

Our talent acquisition team identifies candidates whose experience aligns with your requirements.

Step 3

Communication Assessment

Candidates are assessed for their ability to communicate professionally and confidently with customers and team members.

Step 4

Technical Assessment

Technical knowledge is evaluated against the responsibilities of the role and the technologies used by your business.

Step 5

Cultural Assessment

We assess how each candidate may fit with your values, working style and team environment.

Step 6

Technical Interview

Candidates may be interviewed by a technical subject matter expert before being presented to your business.

Step 7

Customer Interview

You interview the shortlisted candidates and select the person you believe is the best fit for your team.

What Makes a Great MSP L2 Engineer?

Technical knowledge is important, but it is only part of what makes an L2 Engineer effective within an MSP.

A strong candidate should also demonstrate ownership, curiosity, communication skills and the ability to work within structured service management processes.

The best L2 Engineers can investigate problems methodically, explain technical issues clearly and remain accountable until a ticket is resolved or appropriately escalated.

They should be comfortable working in a fast-moving environment with multiple customers, changing priorities and defined service-level agreements.

Important qualities include:

Strong troubleshooting ability
Professional written and verbal communication
Customer service skills
Good time management
Accurate ticket documentation
Commercial awareness
Personal accountability
Willingness to learn
Ability to follow processes
Confidence to ask for help when required
Understanding of escalation pathways
Experience working in an MSP environment

Dijital Team prioritises candidates with previous MSP experience where this is important to your business.

More Than Recruitment

Building an offshore team involves more than identifying a technically capable candidate.

Dijital Team provides the infrastructure, local employment, HR support, payroll, employee benefits, office environment, IT equipment and ongoing team member support required to create a sustainable long-term role.

We also remain involved after your engineer commences.

Our customer success team conducts regular check-ins to help identify challenges, support performance conversations and strengthen the relationship between your business and your team member.

This allows you to focus on leading and developing your engineer while Dijital Team manages the local employment and operational responsibilities.

A Simple and Transparent Pricing Model

Dijital Team provides a single fixed price for each role.

Our pricing model is designed to make the cost of building your offshore team clear and predictable.

You are not presented with a low headline rate followed by additional charges for essential employment and operational costs.

Your agreed role cost incorporates the support and infrastructure required for your team member to work successfully as part of your business.

This helps you forecast costs, understand the commercial impact of the role and make informed decisions about growing your technical team.

A dedicated L2 Engineer may be suitable for your business when:

Your senior engineers are resolving too many support tickets

Your Level 1 team is escalating a high volume of incidents

Customers are waiting too long for technical issues to be resolved

You are struggling to recruit experienced local engineers

Your service desk needs additional coverage

Project engineers are being interrupted by reactive support work

You want to improve labour efficiency and gross margin

Your business is growing faster than your technical capacity

You need to strengthen your escalation layer

You want to build a more scalable service delivery model

Dijital Team can help you define the role, identify the skills required and recruit an L2 Engineer who fits your business.

Build a Stronger Service Desk with Dijital Team

Your service desk should not need to choose between fast customer support and protecting the capacity of senior technical resources.

A dedicated L2 Engineer can provide the capability required to resolve complex tickets, support your customers and create a more effective escalation pathway.

With Dijital Team, you gain a dedicated team member who is recruited specifically for your business and supported from our offices in Sri Lanka.

Unlock additional capacity, improve service desk performance and give your senior engineers more time to focus on high-value work.

Book a Discovery Call