IT Support

• Monitor, maintain, and optimise on-premises and cloud servers, storage, and network infrastructure.
• Manage network components (firewalls, switches, routers, and VPNs) and cloud resources (Azure, AWS, or approved platforms).
• Run proactive patch management, updates, and troubleshooting.
• Own backup, disaster recovery, and restore processes.
• Apply cybersecurity controls, assist with vulnerability assessments, and respond to incidents.
• Maintain accurate, audit-ready documentation, configuration records, and change logs.
• Act as the key escalation point above Tier 1 Support for complex infrastructure issues.
• Identify opportunities to improve reliability, security, or efficiency.

IT Infrastructure Administrator

• **ROLE SUMMARY**
• Provides advanced-level (Tier 2/Tier 3) support for complex hardware, software, and mobile device issues. Working directly with end-users both in-person and remotely, this role acts as the final point of escalation for the most challenging device-centric problems within the Service Desk. The Senior Specialist not only resolves advanced technical issues but also plays a key role in vendor negotiation, hardware lifecycle strategy, and implementing IT process improvements.
• **CORE RESPONSIBILITIES**
• - **Advanced Technical Support & Escalation Handling**: Diagnose and resolve complex, escalated hardware and software issues across physical workstations (Windows, macOS, Linux), virtual desktop environments (VDI), mobile devices, and associated peripherals. Act as the primary technical escalation point for junior team members.
• - **Vendor Negotiation & Asset Lifecycle Management**: Negotiate pricing and SLAs with external vendors to coordinate hardware procurement and logistics. Oversee repair workflows with external service centers and strategically manage device depreciation and refresh cycles.
• - **Security & System Hardening:** Champion organizational security standards by executing advanced workstation hardening procedures, remediating vulnerabilities, and supporting broader enterprise cybersecurity initiatives.
• - **System Maintenance & Root Cause Analysis:** Proactively manage endpoint health, perform complex system upgrades, and conduct root-cause analysis on recurring issues to ensure long-term stability and security compliance.
• - **Technology Leadership & Continuous Improvement**: Maintain advanced technical expertise in rapidly evolving endpoint technologies. Implement state-of-the-art solutions to streamline user workflows and automate IT processes.
• - **Cross-Functional Collaboration**: Cultivate strategic partnerships across enterprise departments to optimize IT service delivery, manage VIP escalations seamlessly, and ensure clear communication during major incidents.
• - **Operational Excellence**: Maintain consistent, reliable attendance and successfully execute additional strategic duties as assigned to support overarching business objectives.

Senior IT Service Desk Specialist

• **ROLE SUMMARY**
• Provides intermediate-level support for hardware, software, and mobile device issues. Working directly with end-users both in-person and remotely, this role acts as the primary point of contact for device-centric IT requests. The Specialist resolves intermediate-to-advanced workstation issues and seamlessly escalates or dispatches complex network or infrastructure problems to the appropriate engineering teams.
• **CORE RESPONSIBILITIES**
• - **Technical Support & Troubleshooting:** Diagnose and resolve intermediate-level hardware and software issues across physical workstations (Windows, macOS, Linux), virtual desktop environments, mobile devices, and associated peripherals.
• - **Vendor & Asset Management:** Partner with external vendors to assist with hardware procurement, logistics, maintenance repairs, and end-of-life lifecycle management (including asset tracking and depreciation).
• - **Security & System Hardening:** Enforce organizational security standards by executing workstation hardening procedures and supporting broader cybersecurity initiatives.
• - **System Maintenance & Upgrades:** Proactively manage hardware and software health, performing essential upgrades to ensure optimal performance, stability, and security compliance.
• - **Continuous Improvement:** Maintain up-to-date technical expertise in rapidly evolving endpoint technologies and implement modern industry best practices.
• - **Cross-Functional Collaboration:** Cultivate positive partnerships across all enterprise departments to streamline communication and optimize IT service delivery.
• - **Operational Excellence:** Accurately document all issues in the IT ticketing system, maintain reliable attendance, and successfully execute additional duties to support overarching business objectives.

IT Service Desk Specialist

• Lead, mentor, and develop the global IT Operations team across Sri Lanka and Athens, fostering a culture of ownership, collaboration, innovation, and continuous improvement.
• Oversee global IT infrastructure, including networks, servers, cloud environments, endpoints, and enterprise systems, ensuring high availability, performance, reliability, and security.
• Manage identity and access management, user onboarding and offboarding, access controls, and the lifecycle of IT assets, systems, and software, from procurement through deployment and maintenance.
• Partner with the Security Operations team to implement and maintain robust cybersecurity controls, respond to security incidents, and ensure compliance with security best practices.
• Drive global IT operational excellence by standardising processes, managing vendors, improving service delivery, and ensuring consistency across all regions.
• Lead IT projects from planning through delivery, ensuring they are completed on time, within budget, and to the required quality standards, while identifying opportunities to leverage emerging technologies.
• Manage the global IT budget, financial planning, and resource allocation to support business objectives and the company's continued growth.

Global IT Manager

• Oversee database operations related to SAP, troubleshoot issues, and perform database restoration
• Assist L3 in system reconfiguration and support system refresh tasks
• Manage and resolve problems using the ServiceNow (SNOW) platform
• Understand all processes related to release management and troubleshoot transport management issues
• Own internal and external audits and implement compliance processes
• Analyze and implement SAP security measures and review application and database security

IT System Specialist – SAP BASIS

• Act as the final escalation point for complex technical issues across desktop, cloud, endpoint, and infrastructure environments.
• Ensure timely resolution of high-priority incidents while maintaining service quality.
• Perform advanced troubleshooting and root cause analysis to reduce recurring issues.
• Coordinate with vendors and stakeholders to ensure reliable IT operations.
• Design and implement ITIL-aligned service management processes including incident, problem, change, and request management.
• Develop and maintain ISO 27001-aligned frameworks, policies, and controls.
• Establish and continuously improve operational standards and governance practices.
• Create and maintain comprehensive Standard Operating Procedures (SOPs), technical standards, and knowledge articles.
• Mentor and coach support team members on technical best practices and operational processes.
• Manage and maintain Microsoft 365, Azure, endpoint management platforms, and device environments.
• Identify opportunities for automation and operational efficiencies.

IT Support jobs in Sri Lanka

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IT Infrastructure Administrator

Senior IT Service Desk Specialist

IT Service Desk Specialist

Global IT Manager

IT System Specialist – SAP BASIS

Help Desk Lead