The Role:
- Managing the Information Technology infrastructure within Sysco LABS Sri Lanka, including internal and external office networks and all corporate IT equipment
- Delivering IT support for Sysco LABS Sri Lanka associates; proactively identifying and addressing technical issues across the company
- Assisting with the tactical execution of IT roadmap initiatives, financial planning and compliance mandates
- Assisting in the maintenance of global standards within the local IT infrastructure, including networks, asset management, security and data storage
- Prioritizing support needs using an enterprise ticketing system and managing tickets with frequent updates; escalating aging tickets and providing trend analysis
- Administering business-related hardware and software
- Providing MAC and PC support for users across the company as necessary and serving as a subject matter expert
- Ensuring continued connectivity and functionality of work-related systems and devices
- Providing after hours and round-the-clock support for emergency trouble calls when needed
- Assisting with purchasing new equipment following proper guidelines, repairing parts related to computers, workstations and office hardware and accessories
- Maintaining reliable “Hot Spare” Laptop/Desktop systems; 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; ensuring client agents for discovery tools, anti-virus and patch compliance updates are maintained at the most current levels
- Training and assisting end users to effectively utilize the enterprise ticketing system (Service Now); coordinating new hire onboarding and set up to include providing desktops, laptops, monitors, and other needs to employees remote and located in office
- Being the local escalation contact for any related IT support issues; escalating critical tickets and providing trend analysis
- To be the ambassador between the Business Unit and rest of the IT departments/ Cyber Security units in the organization.
- Should possess a great understanding about Business Unit’s Software/ hardware needs and should be able to present team’s needs to the external stakeholders like the IT/ cyber security departments.
- Should provide consulting level support and guidance to the team for key IT initiatives in the organization.
- Should communicate decisions, educate the team about new IT initiatives, policies, priorities and enforce compliance within the Business vertical.
- Should coordinate with the IT department/ Cyber Security units about Business vertical needs and fulfil them for the team.
- Should handle all IT onboarding and provisioning of software licenses and handle the off-boarding responsibilities for the team.
- Excellent communication skills
- Additional duties, as required.
The Profile:
A Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent qualification/experience
5 years of experience in IT Support
Experience troubleshooting both Mac and PC/Windows operating systems
Experience in networking technologies such as DNS, VPN, TCP/IP, Wireless
Experience in File Management Systems, asset management and tracking, machine provisioning, compliance practices, Cisco/Aruba networking equipment, enterprise security and enterprise video conferencing systems
Experience in managing CCTV and Access Control Systems
Experience in managing equipment such as printers, projectors, sound systems, etc.
Willingness to work non-traditional hours
A hands-on problem-solving ability
A proven track record as an IT/Technical support specialist in a reputed organization supporting a large user base
The ability to effectively prioritize and execute tasks in a high-pressure environment
Excellent interpersonal and customer care skills
Experience with Office 365, Service Now, Confluence
Experience in Zscaler, Tanium, VMWare Workspace One and Tenable would be an added advantage
Why you should join Sysco LABS:
An attractive base compensation and benefits package which is comfortably above market rates
The opportunity to work with high-caliber individuals across the organization
Technical training and soft skills development programs
Fast career growth, recognition and senior leadership opportunities for good performers
A flexible, diverse and entrepreneurial work environment, and a fun work culture that celebrates success regularly
Sysco LABS is the captive innovation center 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 71,000 associates, the company operates 333 distribution facilities worldwide and serves more than 700,000 customer locations. For fiscal 2022 that ended July 3, 2022, the company generated sales of more than $68 billion.
Operating with the agility and tenacity of a tech–startup, powered by the expertise of the industry leader, Sysco LABS is transforming 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 foodservice journey – from the enterprise-grade technology that enables Sysco’s business, to the technology that revolutionizes how 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.
