JOB DESCRIPTION: SR. ASSOCIATE - INFRASRUCTURE

Sutherland is seeking a reliable and detail-oriented person to join us Sr. Associate - Infrastructure. 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!

Responsibilities:

• Possess broad technical knowledge of analog, digital and VOIP voice service, IP classes, Subnetting, Server configurations, networking concepts, including network architecture, design, and project management and data service provision
• Be highly experienced in providing excellent customer service and problem escalation/resolutions
• Have excellent communication skills
• Enable the workforce: Support and maintain technological and security infrastructures. Complete assigned Incidents and Service Requests (inclusive of ramps and moves) or other assigned tasks within the applicable SLA and due dates
• Respond to Critical Incidents by following the TCO process. Provide the details of Incidents in ticket(s) and provide info to TCO/911 Bridge utilizing the TCO template and processes
• Work collaboratively with others as needed in delivery of IT requests and support needs
• Build and deploy images according to program specifications as well as with the appropriate InfoSec specified controls.
• Proactively seek guidance and provide timely data update and entry into the asset tracking systems.
• Maintain positive and effective communications with end-users and other team members. Help others: Relate to customers to remedy their frustration or confusion in resolving issues.
• Support the team: Remove obstacles that may be hindering individual and group progress. Keep management updated: Relay important information in the form of timely and accurate reports when requested.
• Keeping up to date with Program technology Items and configuration.

Requirements:

• 3 years of Desktop support, experience working with Microsoft products in an Active Directory and Exchange environment; experience with laptop/desktop hardware support and repair, networking, and VOIP telephony; experience with SCCM and WDS, Networking and Telecoms expertise in a technical support/help Desk environment
• Associate’s Degree in a related field, A and/or Net Certifications, CompTIA Certifications and /CCNA certificate (preferred) or equivalent working experience with enterprise applications
• Strong understanding of Ethernet, TCP/IP routing, Networking packet analysis tool use and configuration
• Strong technical and analytic skills
• Solid experience in problem analysis and resolution of software problems. Proven ability to function in a self-directed environment
• Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success
• Must be able to carry out research in order to solve problems and issues
• Experience troubleshooting and correcting Jitter, Latency, and Packet loss across public or enterprise network using analysis tools
• Must be able to provide reports of analyzed data and apply recommendations and/or fixes as needed