IT Support Analyst

Government clients use us for program management, grant administration and audits. Since 2009, the firm has done strategy and operations work for utilities and public agencies. Every new hire gets a mentor outside their reporting line.

Our operations team closes around 600 tickets a month and needs one more person on the desk. As IT Support Analyst at Canopymark Advisory, you'll handle day-to-day IT requests for about 250 employees across two offices. Remote position. Most of the team is in Kandy, but nobody is required to come in.

Responsibilities:

• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice
• Write and update knowledge base articles for common problems
• Connect remote users to VPN and troubleshoot access issues
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID
• Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf
• Escalate network, server and application problems to the right team with clear notes
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone

About you:

• 2-4 years of help desk or desktop support experience
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting
• Customer service skills and patience with non-technical users
• Valid driver's licence and reliable transportation for travel between sites

Desirable:

• ITIL 4 Foundation
• Basic PowerShell scripting

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

What you get:

Compensation: LKR 96,000 - LKR 120,000 per month

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

Start: Immediately.

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