IT Systems & Support Specialist

Summary of The Role The IT Systems & Support Executive is responsible for managing and supporting the company's IT systems, infrastructure, and end-user technology. This role ensures the smooth operation, maintenance, and security of IT systems while providing technical support to employees. Working closely with the management team, the postholder will maintain IT infrastructure, deliver user training, develop onboarding resources, and support automation initiatives that improve operational efficiency and enhance the overall technology experience across the business. Role Responsibilities

• Oversee daily operation and management of computer systems and IT infrastructure.
• Evaluate and support the potential transition from our existing IT support provider.
• Provide timely IT support to all team members, troubleshooting issues and ensuring minimal downtime.
• Develop and deliver training sessions and create training videos for onboarding new staff.
• Work closely with leadership to identify, design, and implement automation solutions across the business.
• Ensure systems security, data integrity, and compliance with internal policies.
• Maintain and update IT documentation and standard operating procedures.
• Support ongoing improvements and new IT projects as needed.

Essential Skills, Knowledge & Experience 

• Bachelor’s Degree in IT or any other related field.
• 5+ years of experience in a similar capacity will be an added advantage.
• Strong technical background with proven experience managing and supporting IT systems.
• Solid understanding of computer networks, hardware, and software troubleshooting.
• Experience in providing IT training and creating user-friendly resources (e.g., videos, manuals).
• Ability to plan, design, and implement IT solutions and automation projects.
• Excellent problem-solving skills and a proactive approach to system improvements.
• Strong communication and interpersonal skills to support and train non-technical users effectively.
• Flexibility to adapt to evolving business needs and take on diverse IT-related tasks.
• Experience working closely with senior leadership is an advantage.

Personal Attributes 

• Must be accountable with a strong work ethic, a sense of urgency and ownership, and be able to work effectively both independently and as part of a team.
• Data driven, highly organized, and detailed oriented.
• Able to deliver as efficiently as possible without compromising quality or the customer experience.
• First class communicator with an ability to engage sales teams, operational teams and customer stakeholders up to a senior level with confidence.
• Efficient in approach, developing optimized and simple working methods and processes with a keen eye for detail.
• Continually improving, caring about quality, and delivering customer value

Work Environment 

• General Work Hours: 12.30PM – 9.30PM (WFH) Sri Lanka Time – 45hrs/week.
• Location: Remote WFH + Occasional Meets at our Colombo 5 office – Sri Lanka.
• Benefits: Paid leave, career upskilling opportunities, eLearning courses.