IT Support Specialist (IGT1)

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.

Requirements

• Education & Experience
• Bachelor's 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

Benefits

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Company Intel

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