About the role
What this role is about
Provide internal technical support to employees for hardware, software, and network issues, keeping agents online and productive.
Every new team member completes structured training on the client's products, processes, and quality standards, followed by a supervised nesting period before working independently. You will have a team leader, coaching, and clear performance expectations from day one.
This is a full-time, on-site role based in Colombo, Sri Lanka. Schedule: Rotational shifts. Pay: LKR 60,000–90,000/month (~$200–$300) plus shift allowances. Salaries are monthly gross in local currency; incentives are paid on top where stated.
What you'll do
- Resolve tickets for desktops, headsets, and applications
- Image and provision workstations
- Support agents at the floor
- Escalate complex issues; maintain asset inventory
- Document configurations, changes, and incidents in the agreed systems
- Follow change-management and security procedures for every production change
Minimum requirements
- A+/MCSA-level knowledge
- Patient end-user support style
- Ticketing-system experience
- Rotating shift availability
- Willing to work the schedule described: rotational shifts
- Able to pass background, reference, and employment verification checks
- Able to start within an agreed notice period
Nice to have
- Relevant certifications (CCNA, CompTIA, Microsoft, security)
- Contact-center platform experience (dialers, ACD, CCaaS)
- Scripting or automation skills
Compensation & benefits
Benefits in Sri Lanka
- EPF and ETF contributions
- Shift and transport allowances where applicable
- Performance-linked incentives
Where this role can lead
- TodayIT Help Desk Technician
- Next 1Senior Engineer / Specialist
- Next 2Team Lead or Architect
- Next 3IT Manager
Progression depends on performance and open positions.
Hiring process
- 01
Application review
HR reviews your application and résumé against the role requirements.
- 02
Initial screen
A short phone or video conversation about your experience, schedule, and expectations.
- 03
Assessments
Role-relevant tests — for example language, typing, systems, or a practical exercise.
- 04
Interview
A conversation with the hiring manager about the role and how you work.
- 05
Offer & onboarding
Job offer, pre-employment requirements, then training and nesting.
Equal opportunity. Call Wizards is an equal-opportunity employer. We consider all qualified applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, age, disability, marital status, or any other characteristic protected by law.
Reference ID: helpdesk-colombo