Job Description

Company Description
About IGT1 Lanka
IGT1 Lanka is a rapidly growing offshore technology and talent solutions company based in Port City Colombo. We are a fully owned subsidiary of IGT I Holdings Sweden AB, funded by the three of world's leading private equity firms; EQT Group, Hg, and TA Associates. We're also proud to be a sister company of IFS, Sri Lanka's largest and most established technology company.
At IGT1 Lanka, we partner with global businesses to scale operations, accelerate innovation, and build world-class SaaS platforms through high-quality offshore delivery. Our people-first culture champions diversity, teamwork, and continuous learning, creating an environment where talent thrives.
With a team of over 300 professionals and counting, we are always looking for passionate, skilled individuals who want to make a global impact while being part of something extraordinary.
Through our offshore collaboration model, you'll be embedded within the team of one of our esteemed international clients, contributing directly to high-impact, enterprise-level initiatives.
About the client: CFC
CFC is a specialist insurance provider, pioneer in emerging risk and market leader in cyber. Our global insurance platform uses cutting-edge technology and data science to deliver smarter, faster underwriting and protect customers from today's most critical business risks.
Headquartered in London with offices across Europe, USA and Australia, CFC has over 1000 employees and is trusted by more than 150,000 businesses in 90 countries. Learn more at and .

About the role:
You will be part of the technology team, the engine room of the business, providing bespoke systems that give CFC its competitive advantage in this dynamic marketplace. You will be working within our Technology Operations team, to provide higher levels of support to our internal and external customers.
In this role, you will be responsible for the resolution escalation from the Service Desk incidents and requests and ensure the stable and efficient running of our IT operations across our whole infrastructure. You will own BAU project deployments, build CSI initiatives and provide proactive support and maintenance across all IT Operations functions.
Key Responsibilities:

• Provide 2nd and 3rd line support for IT incidents and service requests, ensuring timely resolution.
• Troubleshoot and resolve complex hardware, software, and network issues. You will have experience of:

• Managing and administering Microsoft 365 services, including Entra ID, Exchange Online, OneDrive, SharePoint, Teams and Power Platform.
• Maintaining and updating automations, mitigating repeated calls and work with the CSI team to reduce tickets via continued service improvement.
• Expert knowledge of Intune management and deployment, supporting both Windows & iOS laptops and mobile devices.
• Manage and respond to cloud infrastructure alerts, ensuring timely resolution and minimal service disruption.
• Perform system administration tasks such as user account management, backups, and patch management.
• Collaborate with other IT teams to implement and support new technologies and projects.
• Document technical procedures and solutions for future reference.
• Ensure compliance with IT policies and security standards.
• Provide mentorship and guidance to junior team members. You will have the ability to work independently and as part of a global IT team
• Overseeing the desktop configuration and deployment. Experience of packaging applications and keeping end points secure and maintained.
• Maintain AV and resolve issues, escalating to 3rd parties when necessary
• Work with the Infrastructure teams and platform team, making sure new services can be supported and documented, limiting support escalations.
• Maintenance and Upgrades: Perform routine maintenance and upgrades of IT systems, hardware, software, and networks to ensure optimal performance
• (Preferred) Good knowledge of network management. Cisco Meraki monitoring and alerting and administration

• Minimum of 3+ years of industry experience in IT support, with proven expertise in 2nd and/or 3rd line support roles.
• Strong working knowledge of Windows and Linux operating systems.
• Hands-on experience with virtualization technologies such as VMware and Hyper-V.
• Solid understanding of networking concepts and technologies including TCP/IP, DNS, DHCP, and VPN.
• Familiarity with cloud platforms such as AWS and Azure is an added advantage.
• Excellent troubleshooting and analytical abilities with a proactive problem-solving approach.
• Strong communication and interpersonal skills to effectively collaborate within teams and with stakeholders.
• Ability to work independently as well as part of a collaborative team environment.
• Relevant certifications such as Microsoft Certified: Azure Administrator or CompTIA Network+ are desirable.
• The selected candidate will be required to work 24/5 in rotating shifts.