IT Operations Analyst (Level 2) (IGT1 Lanka : CFC)
IT Operations Analyst (Level 2) (IGT1 Lanka : CFC)
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Job Description
About the role:
You will be part of the technology team the engine room of the business providing bespoke systems that give CFC its competitive advantage in this dynamic marketplace. You will be working within our Technology Operations team to provide higher levels of support to our internal and external customers.
In this role you will be responsible for the resolution escalation from the Service Desk incidents and requests and ensure the stable and efficient running of our IT operations across our whole infrastructure. You will own BAU project deployments build CSI initiatives and provide proactive support and maintenance across all IT Operations functions.
Key Responsibilities:
- Provide 2nd and 3rd line support for IT incidents and service requests ensuring timely resolution.
- Troubleshoot and resolve complex hardware software and network issues. You will have experience of:
- Managing and administering Microsoft 365 services including Entra ID Exchange Online OneDrive SharePoint Teams and Power Platform.
- Maintaining and updating automations mitigating repeated calls and work with the CSI team to reduce tickets via continued service improvement.
- Expert knowledge of Intune management and deployment supporting both Windows & iOS laptops and mobile devices.
- Manage and respond to cloud infrastructure alerts ensuring timely resolution and minimal service disruption.
- Perform system administration tasks such as user account management backups and patch management.
- Collaborate with other IT teams to implement and support new technologies and projects.
- Document technical procedures and solutions for future reference.
- Ensure compliance with IT policies and security standards.
- Provide mentorship and guidance to junior team members. You will have the ability to work independently and as part of a global IT team
- Overseeing the desktop configuration and deployment. Experience of packaging applications and keeping end points secure and maintained.
- Maintain AV and resolve issues escalating to 3rd parties when necessary
- Work with the Infrastructure teams and platform team making sure new services can be supported and documented limiting support escalations.
- Maintenance and Upgrades: Perform routine maintenance and upgrades of IT systems hardware software and networks to ensure optimal performance
- (Preferred) Good knowledge of network management. Cisco Meraki monitoring and alerting and administration
Qualifications :
Preferred Skills and Experience :
- Proven experience in a 2nd and/or 3rd line IT support role.
- Strong knowledge of Windows and Linux operating systems.
- Experience with virtualization technologies (e.g. VMware HyperV).
- Proficiency in networking concepts and technologies (e.g. TCP/IP DNS DHCP VPN).
- Familiarity with cloud platforms (e.g. AWS Azure) is a plus.
- Excellent troubleshooting and analytical skills.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Relevant certifications (e.g. Microsoft Certified: Azure Administrator CompTIA Network) are desirable.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
