Senior Help Desk Engineer

Sutherland is seeking a reliable and detail-oriented person to join us as a Sr. Helpdesk Engineer. 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 the 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 the 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 regard 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 (MacAfee 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).