IT Systems Engineer (IFS Portfolio Companies Operations - IGT I Lanka)

Company Description

IGT I Outsourcing Lanka (Private) Limited, hereafter referred to as ‘IGT I Lanka’, is a Port City registered offshore company owned by three of the largest private equity companies, and a sister company of the largest Sri Lanka technology company, IFS.

We are committed to reinventing company success via offshore growth, expansion, diversity, and an unwavering pursuit of quality. As a leading provider of technology and employee offshore services, we help organizations all over the world navigate the complexities of the modern business environment. Our goal is to provide our customers with an operation that maximize operations, spur growth, allows them to develop and deliver world-class SaaS platforms, and create long-term value.

At IGT I Lanka we believe that our people are the key to our collective success. We have developed a workplace culture that promotes diversity, teamwork, and ongoing education. We are presently a team of 300+ employees with a plan to double this capacity in the next 12 months.

As such, we are always on the lookout for talented individuals who share our passion for innovation and excellence. Joining IGT I Lanka means becoming part of a forward-thinking organization that is shaping the future of business within the vibrant new Port City. Together, we can drive change, push boundaries, and build a smarter, more connected world through our offshore operation.

Job Description

This will be the first key IT role recruited locally within a fast-growing 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 hands-on 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 first-level IT support, and coordinating with our IT Service Provider around technical needs, to ensure a smooth-running 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' day-to-day 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 technology-related 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 Lanka's 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 Lanka's 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)
• Hands-on experience with end-user IT equipment troubleshooting.
• Working knowledge of ITIL frameworks and incident/request management

Required Education & Experience 

Essential:

• Bachelor’s 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 problem-solving abilities for first-level 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 non-technical 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 fast-paced, 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