HUSTLE IN SRI LANKA, LUNCH IS ON US!

Free lunch every day, plus extra treats to help you grow, earn, and save more! 

Awesome perks await in #WeAreTGT: SRI LANKA!

• Health & Wellbeing: Life and Medical Insurance from Day 1 (including dependents)

• Rewards & Recognition: annual appraisals, awards, company events 

• Growth & Perks: Free daily meals & treats, career development, certifications, vibrant office culture 

• Vibrant City Location: Work from Colombo, Sri Lanka (24x7 Roster Shift) 

Ideal Candidate Profile

What You'll Bring (Experience)

• 5+ years IT experience supporting Microsoft Office and Windows Infrastructure environments.

• Proven experience supporting end users via training and correspondence.

• Proven expertise in troubleshooting complex systems and resolving escalated issues in Server and Network in cloud and on-premises infrastructure.

• Extensive experience with Microsoft 365.

• Hands on experience with servers, virtualization and cloud platforms (e.g. Azure).

• Experience with monitoring, logging, and incident response tools.

• Excellent communication skills—both written and verbal—with the ability to explain technical concepts to non-technical stakeholders.

• Strong organizational and prioritization skills to manage multiple client environments effectively.

Your Ideal Knowledge and Experience

• Background in ITIL or other service management frameworks.

• Advanced general technical expertise and or experience in a client-focused IT technical support role.

• Ability to de-escalate IT issues encountered and communicate with clients on turnaround times and resolutions.

• Experience with IT project work/ management.

• Demonstrated high level of customer service and customer advocacy skills and proven ability to build strong relationships with a range of clients.

• Ability to work independently, yet part of a collaborative team.

• Strong analytical and advanced troubleshooting skills.

• Experience with an MSP.

About You (Soft Skills)

• Works well both independently and as part of a team

• Highly detail-oriented with strong accuracy in all tasks

• Excellent time management

• Able to thrive under pressure and meet deadlines in a fast-paced setting

• Strong communication skills — fluent in written and spoken English

• Great at problem-solving, analysis, and research

Your Impact Starts Here

• Provides predominantly remote technical support to clients under the guidance of the Support Team Lead/ Head of Service Delivery/Shared Services and as part of a team.

• Provide advanced technical support to customers.

• Troubleshoot and highly advanced IT issues.

• Customer liaison via email, and phone.

• Log and categorize service requests through helpdesk system (ConnectWise).

• Responding to and resolving phone and email tickets in a professional, timely manner with an emphasis on high quality customer service.

• Keeping abreast of emerging technologies and completing training and ongoing development of your skills as agreed with the Support Team Lead/ Head of Service Delivery.

• Participate in IT project design and implementation.

• Ownership of large customer environments and provide specialist expertise for those customers.

• Ownership of high-level escalations.

• Act as an escalation point to any issues encountered by IT Support Technicians and Analysts.

• Protect Organization’s ‘Character’ by keeping internal and external information confidential.

• Embody the values set by the company.

• Aid in the fulfillment of the organizations Vision & Mission through the completion of all requested tasks within your capabilities.

ABOUT US @ TGT GLOBAL

As a Great Place to Work® certified company with top ratings given by our teams, we make sure our people enjoy more than just a job.

Make the most of our 100% virtual recruitment. Apply today!