IT Support Analyst

Founded in 2012, H2O.ai is on a mission to democratize AI. As the world’s leading agentic AI company, H2O.ai converges Generative and Predictive AI to help enterprises and public sector agencies develop purpose-built GenAI applications on their private data. With a focus on Sovereign AI—secure, compliant, and infrastructure-flexible deployments—H2O.ai delivers solutions that align with the highest standards of data privacy and control.

Our open-source technology is trusted by over 20,000 organizations worldwide, including more than half of the Fortune 500. H2O.ai powers AI transformation for companies like AT&T, Commonwealth Bank of Australia, Chipotle, Workday, Progressive Insurance, and NIH.

H2O.ai partners include NVIDIA, Dell Technologies, Deloitte, Ernst & Young (EY), Snowflake, AWS, Google Cloud Platform (GCP), VAST Data and MinIO. H2O.ai’s AI for Good program supports nonprofit groups, foundations, and communities in advancing education, healthcare, and environmental conservation. With a vibrant community of 2 million data scientists worldwide, H2O.ai aims to co-create valuable AI applications for all users.

H2O.ai has raised $256 million from investors, including Commonwealth Bank, NVIDIA, Goldman Sachs, Wells Fargo, Capital One, Nexus Ventures and New York Life.

For more information, visit www.h2o.ai.

About this Opportunity

At H2O.ai, we build AI that solves real-world problems—and that starts with reliable, secure, and well-supported technology for our teams.

As an IT Support Analyst, you will support APAC end-user IT operations, with a strong focus on laptop provisioning, onboarding, and offboarding execution. While an IT Lead will define the overall program, vendor strategy, and standards, this role owns the day-to-day execution—ensuring timely, consistent, and high-quality support for employees across the region.

This is an execution-focused role requiring hands-on ownership, process discipline, and close collaboration with the IT Lead, Engineering, and DevOps stakeholders.

This is an in-office position based in Colombo, Sri Lanka

What You Will Do

APAC Device Provisioning, Onboarding & Offboarding

• Execute laptop provisioning for APAC new hires and replacements by pre-installing operating systems, required applications, and security tools
• Support IT onboarding and offboarding activities from an asset and access readiness perspective
• Ensure timely collection, re-provisioning, or secure disposal of devices during offboarding
• Maintain readiness of spare device inventory to support business continuity

Device & End-User Support

• Provide hands-on support for monitors, keyboards, mice, and other peripherals, contributing to standardization where recommended
• Coordinate repairs and replacements for end-user devices with approved vendors

Connectivity & Office IT Operations

• Support office WiFi stability and coordinate with ISPs to meet uptime targets (e.g., 99%)
• Assist with setup, basic troubleshooting, and management of WiFi routers and office networking equipment
• Escalate connectivity issues appropriately and support planned infrastructure upgrades

SIM, Data & Roaming Management

• Manage company SIM cards, including inventory audits and usage tracking
• Process SIM data top-up requests within defined SLAs (e.g., 1-hour turnaround) via formal request channels
• Coordinate IDD and roaming activation for employees travelling overseas

Power & Infrastructure Equipment

• Track UPS devices, including warranty status and capacity information
• Support basic troubleshooting and coordinate servicing or replacements

Asset Management & Documentation

• Maintain accurate, centralised records of all IT assets (laptops, peripherals, network devices, SIMs, UPS, etc.)
• Ensure asset logs are kept current, audit-ready, and aligned with global standards

Vendor & SLA Support

• Support coordination with IT vendors and service providers identified by the IT Lead
• Track vendor SLAs and assist with issue escalation when required
• Provide execution-level input into vendor performance reviews and service quality tracking

• Diploma or bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience)
• 3–5 years of experience in IT support, helpdesk, or technical support roles
• Basic knowledge of Windows and/or macOS environments
• Experience with laptop provisioning, software installation, and first-level troubleshooting
• Basic understanding of networking fundamentals (WiFi, routers, ISPs)
• Experience using ticketing systems or IT asset management tools
• Exposure to vendor coordination and operational IT support
• Basic understanding of endpoint security and device compliance
• Strong attention to detail and comfort with documentation and asset tracking
• Clear, professional communication with a service-oriented mindset
• Ability to execute reliably within defined processes, SLAs, and security standards
• Willingness to learn, take ownership of execution, and collaborate across regional teams

Why H2O.ai?

• Market leader in total rewards
• Remote-friendly culture
• Flexible working environment
• Be part of a world-class team
• Career growth

H2O.ai is committed to creating a diverse and inclusive culture. All qualified applicants will receive consideration for employment without regard to their race, ethnicity, religion, gender, sexual orientation, age, disability status or any other legally protected basis.

H2O.ai is an innovative AI cloud platform company, leading the mission to democratize AI for everyone. Thousands of organizations from all over the world have used our cutting-edge technology across a variety of industries. We’ve made it easy for people at all levels to generate breakthrough solutions to complex business problems and advance the discovery of new ideas and revenue streams. We push the boundaries of what is possible with artificial intelligence. 

H2O.ai employs the world’s top Kaggle Grandmasters, the community of best-in-the-world machine learning practitioners and data scientists. A strong AI for Good ethos and responsible AI drive the company’s purpose.