IT Support Engineer

We're looking for an IT Support Engineer to join our IT Operations team, based in Colombo, Sri Lanka. In this role, you will be the hands-on point of contact for IT support across our global teams, making sure our people have the tools, devices, and access they need to do their best work — securely and without friction.

You will work across identity and access management, endpoint management, SaaS administration, and day-to-day user support, following the standards and processes set by the Global IT Manager, who you will report to. This is a hands-on, delivery-focused role for someone early in their IT career who is curious, methodical, and enjoys solving problems for colleagues in a fast-moving global technology environment.

Responsibilities

• Provide day-to-day IT support to employees across our global offices, owning tickets end to end and escalating complex issues to the Global IT Manager.
• Maintain and troubleshoot end-user devices (macOS and Windows), including provisioning, MDM enrolment, patching, and compliance checks.
• Execute user onboarding, offboarding, and access change requests in line with documented procedures and approval workflows.
• Administer core SaaS platforms (Google Workspace, Okta, Atlassian, 1Password, and others) at operator level — user and group management, licence assignment, and basic policy configuration.
• Support the maintenance of local and cloud infrastructure, including network equipment, meeting-room AV, and assigned cloud resources, under the direction of the Global IT Manager.
• Maintain accurate hardware and software asset inventories, track licences, and flag upcoming renewals or shortfalls ahead of time.
• Assist with procurement and deployment of hardware and software, including vendor coordination for quotes, orders, and warranty/RMA cases.
• Act as first responder for suspected security issues — triage alerts, gather evidence, and escalate to the SecOps team promptly, following the incident response runbook.
• Implement and verify security controls on endpoints and SaaS tools (disk encryption, MFA enforcement, endpoint agents, access reviews) as directed.
• Contribute to IT documentation and self-service knowledge base articles, keeping runbooks accurate as processes change.
• Contribute to IT projects by delivering assigned tasks to agreed timelines and reporting progress and blockers clearly.
• Identify recurring issues and inefficiencies and propose improvements or automation opportunities to the Global IT Manager.

Requirements

• Bachelor's degree or HND in Computer Science, Information Technology, or a related field — or equivalent practical experience.
• 2–5 years of experience in IT support, IT operations, or systems administration.
• Practical experience supporting macOS and Windows in a business environment.
• Working knowledge of Google Workspace or Microsoft 365 administration.
• Familiarity with identity and access management concepts such as SSO, MFA, role-based access, and least privilege.
• Basic network troubleshooting skills across DNS, DHCP, VPN, Wi-Fi, and switching fundamentals.
• Exposure to MDM or endpoint management tooling.
• Experience working with a ticketing system, with a service-oriented mindset and strong follow-through.
• Good understanding of onboarding, offboarding, and access control processes.
• Clear written and spoken English, and comfort supporting colleagues across multiple time zones.
• Ability to prioritise effectively, work independently on assigned tasks, and ask for help early when something is outside your scope.

Nice to Have

• Scripting or automation experience (Bash, Python, or PowerShell).
• Awareness of cloud fundamentals (AWS or equivalent).
• Entry-level certifications such as CompTIA A+/Network+, Google Workspace Administrator, AWS Cloud Practitioner, or similar.
• Exposure to security standards, compliance frameworks, or IT governance practices.
• Experience supporting AI, productivity, or developer tooling in a corporate environment.

Benefits

💰 Above-market-rate pay with exciting, uncapped commissions.

🏠 Enjoy the benefits of hybrid work within a performance-driven culture.

🏥 Private health and life insurance to keep you covered, with spectacle coverage included

💻 The latest tech and gear to stay productive and creative

🌍 Join a global, inclusive team with offices across the globe

🎵 Music first vibe where listening to tracks all day counts as work

🏆 Work with legends and handle catalogs for the world’s biggest stars

🚀 Flexible environment that values ideas and innovation

About Us

We are a global technology leader helping artists, songwriters, and copyright owners solve the most complex problems in the music industry through advanced rights management and data solutions. At Orfium, you’ll join a passionate, international team of developers, designers, scientists, and music lovers, all working together in a flexible, hybrid environment where innovation, openness, and ownership are at the heart of everything we do. We are looking forward to meeting with you!

EEO

At Orfium, we are proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates—regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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