Soundmouse - IT Service Desk Specialist - Sri Lanka

 

About Us

 

Soundmouse is the global standard for music cue sheet management and reporting, trusted by 25,000+ broadcast and music professionals worldwide, including the BBC, Channel 4, ITV, NBC, the NFL, RTL, Sky, Sony, Universal Pictures, and Warner Bros. Discovery. Our proprietary, industry-leading audio recognition technology identifies every music cue in broadcast content and submits compliant cue sheets to 40+ collecting societies globally, cutting admin time by 83%. We've been doing this since 2001.

 

 

Role Summary

 

Provides intermediate-level support for hardware, software, and mobile device issues. Working directly with end-users both in-person and remotely, this role acts as the primary point of contact for device-centric IT requests. The Specialist resolves intermediate-to-advanced workstation issues and seamlessly escalates or dispatches complex network or infrastructure problems to the appropriate engineering teams.

Core Responsibilities

• Technical Support & Troubleshooting: Diagnose and resolve intermediate-level hardware and software issues across physical workstations (Windows, macOS, Linux), virtual desktop environments, mobile devices, and associated peripherals.
• Vendor & Asset Management: Partner with external vendors to assist with hardware procurement, logistics, maintenance repairs, and end-of-life lifecycle management (including asset tracking and depreciation).
• Security & System Hardening: Enforce organizational security standards by executing workstation hardening procedures and supporting broader cybersecurity initiatives.
• System Maintenance & Upgrades: Proactively manage hardware and software health, performing essential upgrades to ensure optimal performance, stability, and security compliance.
• Continuous Improvement: Maintain up-to-date technical expertise in rapidly evolving endpoint technologies and implement modern industry best practices.
• Cross-Functional Collaboration: Cultivate positive partnerships across all enterprise departments to streamline communication and optimize IT service delivery.
• Operational Excellence: Accurately document all issues in the IT ticketing system, maintain reliable attendance, and successfully execute additional duties to support overarching business objectives.

 

Requirements

Education and Experience:

• Diploma (NVQ Level 5) in Computer Science, Information Technology, or a related field.
• 2+ years of experience providing technical IT support in a corporate environment.
• Hands-on experience configuring and troubleshooting client workstation hardware and software.
• Experience supporting Windows and macOS operating systems (Linux exposure is a strong plus).

Skills and Abilities:

• Proficiency in installing and supporting various types of PC software, hardware, and peripherals.
• Familiarity with IT ticketing systems (e.g., ServiceNow, Jira) and Mobile Device Management (MDM) platforms (e.g., Intune, Hexnode).
• Understanding of basic network topology (TCP/IP, DNS, DHCP, VPN) to accurately discern local device issues from broader networking outages.
• Exceptional customer service skills with a patient, user-friendly approach.
• Strong communication skills: written, verbal, and comprehension.

 

Benefits

• Competitive salary package
• Hybrid work model with flexibility to support your lifestyle
• Comprehensive private health, life, and vision insurance coverage
• The latest tech equipment to support your productivity and creativity
• A collaborative, inclusive, and international work environment

 

EEO / Accommodation

At Soundmouse, 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 identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.