GTI Lead | Help Desk | Smouha | Onsite

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.

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).

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 

Must be able to work onsite.