1st Line Support

Who we are:

We are an independent day school with small classes, a college counseling office and a full athletics program. Palm Academy is a public school district serving students from pre-K through 12th grade.

We're looking for a 1st Line Support to join our team. This is a remote role. Our Service Desk team closes around 600 tickets a month and needs one more person on the desk. Remote, open to candidates across Sri Lanka. You will need a stable internet connection and a backup power source (UPS or inverter).

Responsibilities:

• Escalate network, server and application problems to the right team with clear notes.
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf.
• Keep ticket notes and time entries up to date.
• Connect remote users to VPN and troubleshoot access issues.
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone.
• Track hardware inventory and warranty status in the asset system.
• Write and update knowledge base articles for common problems.

Minimum qualifications:

• 1+ years of help desk or desktop support experience.
• Working knowledge of Windows 10/11 and basic macOS support.
• High school diploma or GED required. Associate degree in IT preferred.

Bonus points:

• Basic PowerShell scripting.
• Meraki or Ubiquiti networking gear.

Schedule: Standard business hours (8:30 AM to 5:30 PM) plus one weekend on-call per month

Compensation and benefits:

Pay: LKR 79,000-LKR 105,000 pcm

• Medical insurance for you and your family.
• Company laptop.
• Internet allowance.
• Paid leave.
• EPF and ETF contributions.

Tell us your notice period and what salary you are looking for.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Palm Academy.