Senior Associate - Helpdesk

Company Description

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Job Description

Supports the troubleshooting and maintenance of core infrastructure: Assists in the ramp activity of new and existing business, and champions the relationships between the IT department and our Service Delivery programs

Support of contact center employees: The ideal candidate will use the guidance of company policy, information security, IT department leadership and professional experience to creatively deliver support and solutions to our user base, while providing a positive customer experience

Maintains, analyzes, troubleshoots, and repairs desktop and laptop computer systems: Computer peripherals and various mobile devices (phones and tablets) running Android, Apple and Microsoft operating systems. Documents, maintains, repairs, upgrades or replaces hardware and software for laptop and desktop systems and Supports and troubleshoots user account information including rights, security, user groups, and email accounts

Assists SMEs, Technical Communications Officers, and all functional IT groups: In the build-out, ongoing support, critical incidents, and ramp down of all Service Delivery programs in the site and organization, as well as some corporate employee and remote support

Additional Information

• Preferred Technical experience with Operating Systems, Active Directory, Networking, Virtualization technologies, Cloud technologies, Voice over IP and IP technologies, Antivirus systems, SCCM /Intune etc.
• Familiar with standard concepts, practices, and procedures within information technology.