.svg)
Lead Help Desk Engineer (IGT1 Lanka: Sitecore)
Join IFS in Colombo as a Lead Help Desk Engineer, specializing in Sitecore support. Leverage ServiceNow for incident management and user satisfaction. 6+ years IT experience required.
Job description
IGT1 Lanka is seeking a proactive and experienced Lead Helpdesk Engineer to join their global support team, specializing in Tier 1 and Tier 2 technical support for Sitecore. The role involves delivering technical support to users across multiple departments, ensuring operational excellence, and maintaining high user satisfaction. The Lead Helpdesk Engineer will act as a subject matter expert and support junior team members, ensuring smooth daily operations and continuous improvement. Sitecore is a leading content, commerce, and data platform used by numerous blue-chip companies.
Requirements
- Deliver high-quality remote technical support.
- Troubleshoot hardware, software, network, and cloud service issues.
- Utilize ServiceNow for universal requests, incident management, problem resolution, and knowledge base creation.
- Act as the primary point of escalation for complex incidents.
- Maintain accurate and timely updates of incidents in ServiceNow.
- Handle user administration tasks and manage SharePoint sites.
