IT Help Desk Specialist (Mid-Senior)

About the Position

Join Sutherland as an IT Help Desk Specialist and play a critical role in ensuring seamless technical operations. You will be the backbone of our technical infrastructure, providing essential support to users and maintaining high-performance standards for our workstations and network environments.

Main Missions

• Provide comprehensive technical support and troubleshooting for end-users to ensure business continuity.
• Maintain and optimize workstation performance and LAN network stability.
• Manage user access rights and ensure strict compliance with security and audit requirements.
• Perform preventive maintenance on hardware, including computers, printers, scanners, and telephony equipment.
• Execute the deployment of IT assets, including OS installation, application configuration, and network hardware setup (switches, routers).
• Document all network changes, IT assets, and technical procedures meticulously.
• Participate in incident management and ensure strict adherence to Service Level Agreements (SLAs).
• Provide 24/7 on-call availability to support critical business needs.

Profile Required

• Minimum of 3 years of professional experience in IT support and system administration.
• Strong expertise in Windows environments and Cisco networking.
• Proven ability to manage hardware deployment and network infrastructure components.
• Excellent communication skills for interacting with internal clients and stakeholders.
• Ability to work in a high-pressure environment with 24/7 on-call requirements.

Required Skills

• Advanced Windows OS Administration
• Cisco Networking (Routing & Switching)
• Hardware Troubleshooting & Maintenance
• IT Asset Management & Documentation
• Incident Management & SLA Compliance