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Help Desk Engineers (IFS Portfolio Companies)



Colombo, Sri Lanka
Posted on Wednesday, May 8, 2024

Company Description

IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

We are seeking a skilled and dedicated Help Desk Engineer to join our technical support team, playing a crucial role in providing technical support to end-users.

Your responsibilities will include servicing universal requests, resolving hardware and software issues, managing incidents, and ensuring smooth ET operations and productivity.

You will need experience in ServiceNow, Microsoft Office 365, SharePoint, Windows OS, and MacOS. Additionally, you’ll be expected to deliver exceptional customer service and contribute to continuous service improvement initiatives.


  • Provide remote technical support to end-users, located globally, across different functional areas, utilising a mix of Windows Laptops and MacBooks.
  • Troubleshoot and resolve hardware, software, network, and cloud service issues.
  • Utilise ServiceNow for universal requests, incident management, problem resolution, and knowledge base creation and management.
  • Manage and update tickets daily, ensuring timely resolution.
  • Troubleshoot issues related to Windows and MacOS operating systems.
  • Assist users with Office 365 applications (Outlook, Word, Excel, Teams, etc.).
  • Assist with the support and management of SharePoint sites, libraries, and permissions.
  • Handle password resets, account unlocks, and access requests.
  • Provide excellent customer service via ServiceNow and MS-Teams
  • Identify knowledge gaps and curate new content.
  • Create and maintain KBs, documentation and reports.
  • Escalate complex or unresolved problems to senior engineers or third-party vendors.


  • Proven experience as a Technical Support Engineer.
  • Strong knowledge of and experience with ServiceNow.
  • Experience in supporting Office 365, SharePoint, Windows, and MacOS.
  • Excellent problem-solving skills and the ability to prioritize tasks.
  • Strong communication skills, with the ability to explain technical issues in clear and non-technical language.
  • Knowledge of the ITIL framework (or equivalent), the IT support lifecycle, associated methodologies, and their practical application
  • Relevant certifications (e.g., ITIL, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.
  • Must be available to work around the clock (The role requires delivering operational duties via a 24 x 7 shift operation)