IT Support Engineer

Hayleys Group is amongst Sri Lanka's largest, and most respected diversified conglomerates with a turnover in excess of USD 1 Billion.

FENTONS LIMITED
Founded in 1919, Hayleys Fentons Limited is one of Sri Lanka's first engineering companies. As the No.1 Solar EPC and MEP contractor in the country, the company has over 100 years of engineering excellence. Its key specialisations include Solar, Wind and Utility Projects, Mobility Solutions, ICT Systems, Electrical and Lighting, Fire Safety, Air Conditioning and Ventilation, Plumbing and Gas, Security and Communication, Audio-Visual Integration, UPS and Battery Backup, Facilities Management, Architectural Drawings and 3D Visualisation, Industrial Accessories Trading and Hydro Solutions. Renowned for innovation and exceptional client service, the company's main aim is to provide sustainable and innovative engineering services for a better life.

IT Support Engineer

IT Support Engineer will provide support for day-to-day IT operations and ensure smooth functioning of systems, networks, and end-user services. The role encompasses troubleshooting hardware and software issues, providing user support, managing incidents and service requests, and maintaining IT infrastructure in line with IT policies and ITIL best practices. The ideal candidate will have strong problem-solving skills, sound technical knowledge, and excellent communication abilities.

Job Responsibilities
• Provide technical support to users for hardware, software, network, and system-related issues.
• Troubleshoot and resolve incidents within agreed SLA timelines.
• Install, configure, and maintain desktops, laptops, printers, and peripherals.
• Support operating systems (Windows/macOS/Linux) and standard business applications.
• Manage user accounts, email systems, access rights, and permissions. (Active Directory / M365)
• Support network connectivity issues. (LAN, WAN, Wi-Fi, VPN)
• Monitor systems, perform routine maintenance, backups, and updates.
• Maintain IT documentation, asset registers, and support procedures.
• Coordinate with vendors and external service providers as required.
• Follow ITIL-based IT service management processes. (Incident, Problem, Change Management)
• Ensure compliance with IT security policies and data protection standards

Candidate Profile
• Bachelor's degree or diploma in Information Technology, Computer Science, or a related field.
• 2-5 years of experience in an IT support or helpdesk role.
• Strong knowledge of desktop support, troubleshooting, and system administration.
• Experience with ticketing tools and ITSM processes.
• Basic knowledge of networking, cybersecurity, and backup solutions.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively in a team environment

Pay and benefits for the above position will be competitive & the rewards are performance driven.