IT Systems Engineer IFS Portfolio Companies Operations - IGT I Lanka

This will be the first key IT role recruited locally within a fastgrowing organisation part of a small local core team working with hundreds of local employees external Customers based in North America and Europe and a local IT Service Provider. We expect and anticipate that the IT team will expand over time as we keep growing and move to the Port City in the next two years.

This position combines handson IT support with service coordination responsibilities. The successful candidate will provide immediate assistance for basic IT needs while effectively managing escalations to the IT Service Provider. This role requires both technical competency and strong service management skills to ensure all stakeholders receive timely and effective IT workplace support.

IGT I Lanka operates a hybrid working model with sometime in the office and some remote with occasional travel.  This role is expected to be a minimum four (4) days within the office (Colombo 9).

We are seeking an experienced IT Systems Engineer to join IGT I Outsourcing Lanka (Private) Limited known as IGT I Lanka to serve both our internal employees and external customers. In this role you will be responsible for gathering and analyzing employee and client requirements providing firstlevel IT support and coordinating with our IT Service Provider around technical needs to ensure a smoothrunning operational Workplace. You will act as a crucial bridge between IGT I Lanka s local Sri Lankan workforce our external onshore US and Europe Customers and our local Sri Lanka IT Service Provider to ensure efficient delivery of technology solutions.

Key Responsibilities

• Serve as a point of contact for IGT I Lanka employees daytoday IT needs providing immediate support in conjunction with our Customers and IT Service Provider.
• Perform an initial assessment of IT issues and handle basic troubleshooting and resolution independently.
• Escalate complex technical issues to our IT Service Provider with proper documentation and context.
• Act as the primary interface between IGT I Lanka employees Customers and our IT Service Provider for all technologyrelated requirements.
• Collaborate with the IT Service Provider team to ensure proper implementation of software installations technical troubleshooting and resolution of IT issues.
• Analyze Customer and employee requirements and work with both IGT I Lanka management and our IT Service Provider to design and propose optimal technical solutions.
• Monitor and evaluate the delivery of IT Services to ensure they meet IGT I Lankas quality standards and stakeholder expectations.
• Maintain clear communication channels between IGT I Lanka stakeholders and the IT Service Provider team to ensure seamless service delivery.
• Participate in IT projects and initiatives as IGT I Lankas technical representative ensuring alignment with company objectives.
• Document and track all requirements solutions and support tickets for future reference.
• Work flexible shifts or hours to accommodate global support needs.
• Ensure the successful onboarding of Customers working with Customers IT Department teams.

Qualifications :

Overall Required Competence  

• Minimum 3 years of experience in IT Services within a Windows environment and Workplace
• Strong understanding of Microsoft Services Networking Browsers and Azure AD
• Good knowledge of different Microsoft products including Outlook Office 365 MS Teams etc.
• Proven experience in basic IT troubleshooting and support
• Experience in vendor management or working with IT Service Provider and external Customers.
• Proficiency in Windows systems (knowledge of Mac OS is a plus)
• Handson experience with enduser IT equipment troubleshooting.
• Working knowledge of ITIL frameworks and incident/request management

Required Education & Experience 

Essential:

• Bachelors degree in information technology Computer Science Computer Systems & Network or System Engineering (or equivalent experience)
• Ability to work cohesively and collaboratively with other employees external Customers and our IT Service Provider
• Strong technical problemsolving abilities for firstlevel support
• Excellent coordination and stakeholder management abilities
• Ability to prioritize and manage multiple support requests effectively.
• Outstanding communication skills with the ability to explain technical concepts to nontechnical stakeholders.
• Experience working with global teams and diverse customer bases.
• Ability to work independently while maintaining strong collaboration with external service providers and adaptability to work in a fastpaced evolving environment.
• Strong documentation and reporting skills.

Desirable:

• Excellent English skills (spoken and written)
• Willing to travel
• May be required to be available on weekends when project implementations take place
• May be required outside core hours to support any issues with Europe or NA time zones

Remote Work :

No

Employment Type :

Fulltime