IT Support Analyst

IT Support Analyst

Position Available: IT Support Analyst
Location: Remote; Sri Lanka based
Hours: Full-time; 5:30am - 1:30pm, IST (Colombo time)

About the Role
As part of our client’s IT team, you will be the primary point of contact for end-user technical support via JIRA Service Management, phone, and email. You will diagnose and resolve hardware and software issues efficiently while delivering an exceptional customer service experience.

Key Responsibilities

• Take ownership of end-user helpdesk tickets logged via JIRA Service Management.
• Provide remote L1–L2 support for desktop and application incidents, requests, and queries.
• Perform application maintenance, testing, deployment, and account creation.
• Administer daily checks, monitor site uptime, and respond to system alerts.
• Manage Office 365 and Active Directory (including user onboarding and offboarding).
• Set up and maintain PCs and laptops.
• Troubleshoot and support network printers.
• Support web conferencing services (Microsoft Teams, Zoom, WebEx).
• Assist with various IT projects and activities as required.

About You
We are seeking a technically proficient, dynamic, and innovative professional who can communicate effectively with both technical teams and non-technical end-users.

Qualifications & Experience

• Experience providing L1–L2 application support, including SaaS solutions.
• Minimum 3 years’ experience in desktop and application support.
• Proven ability to troubleshoot Windows Server (including IIS, SQL).
• Proficiency in PowerShell or similar scripting languages.
• Familiarity with Microsoft Desktop OS, Server OS (2019+), and the Office 365 suite.
• Knowledge of Microsoft 365 (Teams Calling, SharePoint, Exchange Online, OneDrive, Intune MDM).
• Understanding of networking and system administration.
• Strong customer service skills and a commitment to “being there to help” remotely.
• Effective time management with the ability to meet deadlines.
• Exposure to Azure or AWS is advantageous.
• A degree in IT or relevant industry certifications (or equivalent experience).

Benefits of joining the Elephant Teams family:

• Fully Remote Work: WFH, always. We set you up with all the best equipment you need to work from home effectively. Never commute for work again.
• Competitive Compensation: A competitive salary package commensurate with your experience and skills.
• Team Events: We organise regular on-the-ground events for all our Elephant Teams staff members.
• Professional Growth: Opportunity to work alongside some of the best Australian companies & executives and further your career.

To Apply: Submit your application along with your resume and answer a few questions to assess your suitability.

PLEASE NOTE: You must have legal working rights in Sri Lanka and currently reside in Sri Lanka to apply for this role.