IT Support Engineer

We're looking for an IT Support Engineer to join our IT Operations team, based in Colombo, Sri Lanka. In this role, you will be the hands-on point of contact for IT support across our global teams, making sure our people have the tools, devices, and access they need to do their best work — securely and without friction.

You will work across identity and access management, endpoint management, SaaS administration, and day-to-day user support, following the standards and processes set by the Global IT Manager, who you will report to. This is a hands-on, delivery-focused role for someone early in their IT career who is curious, methodical, and enjoys solving problems for colleagues in a fast-moving global technology environment.

Responsibilities

• Provide day-to-day IT support to employees across our global offices, owning tickets end to end and escalating complex issues to the Global IT Manager.
• Maintain and troubleshoot end-user devices (macOS and Windows), including provisioning, MDM enrolment, patching, and compliance checks.
• Execute user onboarding, offboarding, and access change requests in line with documented procedures and approval workflows.
• Administer core SaaS platforms (Google Workspace, Okta, Atlassian, 1Password, and others) at operator level — user and group management, licence assignment, and basic policy configuration.
• Support the maintenance of local and cloud infrastructure, including network equipment, meeting-room AV, and assigned cloud resources, under the direction of the Global IT Manager.
• Maintain accurate hardware and software asset inventories, track licences, and flag upcoming renewals or shortfalls ahead of time.
• Assist with procurement and deployment of hardware and software, including vendor coordination for quotes, orders, and warranty/RMA cases.
• Act as first responder for suspected security issues — triage alerts, gather evidence, and escalate to the SecOps team promptly, following the incident response runbook.
• Implement and verify security controls on endpoints and SaaS tools (disk encryption, MFA enforcement, endpoint agents, access reviews) as directed.
• Contribute to IT documentation and self-service knowledge base articles, keeping runbooks accurate as processes change.
• Contribute to IT projects by delivering assigned tasks to agreed timelines and reporting progress and blockers clearly.
• Identify recurring issues and inefficiencies and propose improvements or automation opportunities to the Global IT Manager.

Requirements

• Bachelor's degree or HND in Computer Science, Information Technology, or a related field — or equivalent practical experience.