Systems Support Engineer, Sri Lanka
About the role
As a Systems Support Engineer at Intrepid Travel, you will provide Level 2 technical support for global users, taking ownership of incidents and service requests within the enterprise technology environment. The role involves investigating and resolving technical issues, managing escalations, monitoring system alerts, and ensuring timely resolution of issues. You will work closely with TechOps and other technology teams, occasionally acting as shift lead to support Level 1 Engineers and coordinate priorities. The position is based in Colombo, Sri Lanka, and operates on a rotating shift roster as part of a 24x7 IT Systems Support team. Candidates should have a relevant degree and at least 3 years of enterprise IT support experience, with strong skills in Microsoft 365, Intune, Jamf, and ITIL practices.
Must have
- A degree in IT, Computer Science, Systems Engineering or equivalent qualifications.
- 3+ years’ experience in enterprise IT support, including experience in a service desk or IT support role managing incidents, service requests and escalations.
- Practical experience supporting & administering Microsoft 365, Microsoft Intune and Jamf.
- Experience with system administration, application installation, patch management, log analysis, and technical troubleshooting.
- A good understanding of ITIL practices, including incident, problem, change and service request management.
- Strong analytical, documentation, communication, and customer service skills, with the ability to work collaboratively across global teams.
Technologies
- Intune
- ITIL
- Jamf
- Microsoft 365
Highlights
This is a full-time permanent position based in Colombo, Sri Lanka, with a rotating shift roster as part of a 24x7 support team. Flexible work arrangements are available, including work-from-home and the ability to work from anywhere for 4 weeks a year. Additional benefits include a free Intrepid trip annually, extra leave, paid parental leave, professional development opportunities, and a 24/7 Employee Assistance Program.
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