GTI Lead

Sutherland is an experience-led digital transformation company that can help your business achieve non-linear growth by delivering exceptionally engineered experiences for your (very human) customers and employees. We do this by combining human-centered design with the scale and accuracy of real-time analytics, AI, cognitive technology and automation.

We work with businesses across a broad range of industries, including Banking & Financial Services, Insurance, Healthcare, Retail, Telecommunications, Media & Entertainment, Technology, Travel & Hospitality, and Logistics.

Job Description

Sutherland is seeking a reliable and detail-oriented person to join us as an IT Specialist/Help Desk professional. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Duties and responsibilities

Provide helpdesk support and resolve problems to the end user’s satisfaction.

Monitor service desk for tickets assigned to the queue and process first-in first-out based on priority.

Modify configurations, utilities, software default settings, etc. for the local workstation.

Utilize and maintain the helpdesk tracking software.

Document internal procedures.

Install and configure new workstations/laptops, peripheral equipment and software.

Maintain inventory of all equipment.

Report issues to direct manager for escalation.

Manage PC setup and deployment for new employees using standard hardware, images and software.

Assign users and computers to proper groups in active directory.

Perform timely workstation hardware and software upgrades as required.

Maintain information systems knowledge base,

Support users on standard office system applications.

Handle supplier’s communications for functional and/or technical support with regards to purchased software and hardware.

Handel infrastructure, network cabling repairs, data center maintains requests

Manage system users (access rights, permissions).

Support a group of services (McAfee Antivirus, SCCM, WDS, etc).

Handle the responsibility for all IT assets check inventory and Scan the assets.

Manage all printers.

Handle the responsibility for hardware issues on site (Laptops, Desktops, and Printers).

Qualifications

Education

Bachelor’s Degree in Communications & Electronics Engineering, Computer Science, Information Systems, or related field.

Experience

5 years hands-on experience in as a Helpdesk Department .

2 years hands-on experience in as a Senior Engineer Helpdesk Department (w/in a corporate infrastructure is preferred)

Language Skills

Strong verbal and written English required

Must have a deep understanding/strong knowledge of the following

• PC/Laptop hardware and software troubleshooting, diagnosis and repair
• Networking CCNA N+ is preferable
• OS MCITP Windows 10 and MCITIP infrastructure is preferable
• McAfee - end point compliance & EPO server
• Sentinel One - end point compliance & policy server
• SCCM end point compliance & SCCM server console
• Onprem versus Outlook 365 client configuration

Interpersonal Skills

• Effective negotiation & communication
• Effective problem solving & analysis
• Effective follow up & coordination

Additional Information

Must be able to work onsite.