Help Desk Engineer (IGT1 Lanka: Sitecore)

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: Sitecore 

Sitecore delivers a composable digital experience platform that empowers the world’s smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L’Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers.

About the role:

We are seeking a skilled and dedicated Help Desk Engineer to join Sitecore 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.

Key Responsibilities:

• 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.

Preferred Skills and Experience: 

• 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 5 shift operation)

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