THE BIG PICTURE
Sysco LABS is the captive innovation arm of Sysco Corporation (NYSE: SYY), the world’s largest foodservice company. Sysco is a Fortune 500 company and the global leader in selling, marketing, and distributing food products to restaurants, healthcare, and educational facilities, lodging establishments and other customers who prepare meals away from home. Its family of products also includes equipment and supplies for the foodservice and hospitality industries. With more than 76,000 colleagues, the company operates 334 distribution facilities worldwide and serves approximately 730,000 customer locations. For fiscal year 2024 that ended July 1, 2024, the company generated sales of more than $78.8 billion.
Operating with the agility and tenacity of a tech–startup, powered by the expertise of the industry leader, Sysco LABS is perfectly poised to transform one of the world’s largest industries.
Sysco LABS’s engineering teams based out of Colombo, Sri Lanka and Austin and Houston, TX, innovate across the entire food service journey – from the enterprise grade technology that enables Sysco’s business, to the technology that revolutionizes the way that Sysco connects with restaurants and the technology that shapes the way those restaurants connect with customers.
Sysco LABS technology is present in the sourcing of food products, merchandising, storage and warehouse operations, order placement and pricing algorithms, the delivery of food and supplies to Sysco’s global network, the in-restaurant dining experience of the end-customer and much more.
THE OPPORTUNITY
The right candidate will manage the Information Technology infrastructure within Sysco LABS Sri Lanka, to include internal and external stakeholders, delivering IT support for Sysco LABS Sri Lanka associates while proactively identify and address technical issues across the company.
RESPONSIBILITIES
Configuring and managing Windows, Mac, iOS, and Android devices to ensure optimal performance and security
Providing support for end-user devices, troubleshooting and resolving hardware and software issues across the company, and serving as a subject matter expert
Assisting in enforcing device management policies and procedures
Ensuring all devices comply with company security policies and industry standards
Assisting with the execution of IT roadmap initiatives, financial planning, and compliance mandates
Generating and analyzing reports on device performance, usage, and incidents
Maintaining global standards within the local IT infrastructure, including networks, asset management, security, and data storage
Prioritizing support needs using the enterprise ITSM tool, managing tickets with frequent updates, and escalating aging tickets while providing trend analysis
Ensuring continued connectivity and functionality of work-related systems and devices
Providing after-hours and round-the-clock support for emergency trouble tickets when needed
Assisting with purchasing new equipment following proper guidelines, repair parts related to computer, workstation, and office hardware and accessories; Maintaining reliable “Hot Spare” Laptop/Desktop systems and assisting with hardware relocation when required
Providing remote support to users
Managing hardware/software vendor relationships and contract negotiations
Maintaining and adhering to cybersecurity policy, and ensuring client agents for discovery tools, security, and patch compliance agents are maintained at the most current versions
Training and assisting end users to effectively utilize the enterprise ITSM tool; coordinating new hire onboarding and setup, including providing desktops, laptops, monitors, and other IT needs of employees
Performing additional duties as required
REQUIREMENTS
5 years of experience in IT Support
Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent qualification
Relevant certifications such as CCNA, Microsoft Certified: Modern Desktop Administrator Associate, or Apple Certified Support Professional will be a plus
ITIL Foundation certification will be an added advantage
Advance knowledge of Windows and macOS
Experience in networking technologies such as DNS, VPN, TCP/IP, Wireless
Experience in Cisco/Aruba networking, Infoblox DNS& DHCP, Cisco enterprise security, enterprise video conferencing systems, Enterprise Management Systems, Asset management and tracking, PC provisioning and compliance practices
Experience in Microsoft Intune, Microsoft 365, Service Now and Confluence
Experience in Forcepoint, Sentinel one, Zscaler, Netskope, CyberArk and Tanium would be an added advantage
Experience in managing CCTV and Access Control Systems
Experience in managing equipment such as Printers, Projectors, Sound systems, etc.
Must be willing to work non-traditional hours
Hands-on problem-solving abilities
A proven track record as an IT/Technical Support Engineer in a reputed organization supporting a large user base
The ability to effectively prioritize and execute tasks in a high-pressure environment
Effective interpersonal, teamwork and collaboration skills
Strong analytical and problem-solving skills
Strong communication and documentation skills
BENEFITS
US dollar-linked compensation
Performance-based annual bonus
Performance rewards and recognition
Agile Benefits - special allowances for Health, Wellness & Academic purposes
Paid birthday leave
Team engagement allowance
Comprehensive Health & Life Insurance Cover - extendable to parents and in-laws
Overseas travel opportunities and exposure to client environments
Hybrid work arrangement
