IT Support Specialist (IGT1)

Key Responsibilities: 

• Diagnoses and resolves hardware and software problems for end-users in-person in Colombo and on the phone/Slack.
• Prepares and coordinates onboarding and offboarding activities across the company including user account creation access provisioning and account deactivation.
• Manages user accounts and access on a day-to-day basis (requests updates permission changes and troubleshooting access issues).
• Monitors IT infrastructure and applications for service interruptions and incidents. Assists IT Support colleagues to resolve problems and implement solutions.
• Records all activities in ITS standard documentation and support systems. Documents solutions and procedures on the Intranet as needed.
• Configures installs upgrades moves troubleshoots and repairs PCs laptops printers phones and associated peripherals. Performs moves adds and changes of IT equipment as needed.
• Accepts delivery of equipment and supplies and performs necessary inventory and storage tasks to maintain an accurate inventory of our systems.
• Escalates and notifies other IT Support staff as needed to resolve issues. 

Qualifications :

Qualifications:
Education & Experience

• Bachelors degree in Computer Science Management Information Systems or a related IT discipline (or equivalent practical experience)
• Minimum of 3 years of experience in IT Support or a similar role

Technical Knowledge

• Strong understanding of operating systems including Windows Linux and macOS
• Knowledge of local area networks (LANs) and communication equipment
• Ability to troubleshoot and resolve hardware and software issues identifying root causes effectively
• Familiarity with identity and access management tools such as Active Directory OKTA SSO and Google SSO
• Experience managing enterprise tools such as Google Workspace Zoom Slack Dropbox Kace and Jamf.

Tools & Platforms

• Experience with ticketing systems (e.g. Jira ServiceNow Salesforce) and queue management
• Hands-on experience with IT asset management tools (e.g. Kace Jamf)
• Exposure to IT procurement processes including purchase order management

Core Skills & Competencies

• Strong analytical and problem-solving skills with the ability to apply logical reasoning to identify root causes and evaluate solutions
• Ability to prioritize tasks and manage daily support operations alongside project work efficiently
• Experience following structured incident management or intervention frameworks
• Excellent communication skills both written and verbal with the ability to interact professionally with clients and internal teams
• Ability to build collaborative and productive working relationships
• Proactive mindset with the ability to suggest innovative solutions

Additional Information :

We champion flexibility and hybrid work options to support varying lifestyles and personal needs. At the same time we value the power of in-person collaboration to build community spark innovation and strengthen connections. Our approach ensures you can work in ways that suit you best while still engaging with colleagues to share ideas and grow together. #LI-Hybrid #LI-DNP 

Remote Work :

No

Employment Type :

Full-time