Company Description:
Sutherland is seeking a reliable and detail-oriented person to join us as Logistics GTI Intern. 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!
Job Description:
Position is responsible for providing world class customer 1st Level of Support in the stewardship of all electronic and data processing components in the LATAM Region.
The incumbent will work to provide the maximum support coverage in a business hours contact center environment in keeping technology equipment availability within Sutherland’s Service Level agreements as outlined by the internal Helpdesk Manager
Additionally, will support the Logistical movements of hardware for WAH users with actions including data tracking, equipment assignments, ticket creation, updating documents, label creation, packing, shipping, recovering, and testing of assets.
Qualifications:
Specific Job Responsibilities:
- Receiving calls, Recording/tracking requests, Incidents & complaints etc.
- Making an initial assessment of request (Categorize, Prioritize)
- First Call resolution or escalation to appropriate support organization.
- Monitoring and further escalation (in accordance with SLA’s)
- Managing/coordinating support organizations including 3rd party support.
- Imaging and configuring hardware for deployment. Software instalation, encryption, Active directory management.
- Shipping hardware to end users, tracking process.
- Manage vendor relations in GEO with shipping vendor.
- Manage ticketing queue for technology issues and replacements.
- Receive hardware from vendors and end users. Process as needed.
- Data tracking and maintenance.
- Provide accurate reporting.
- Inventory management.
Education and Experience:
- May require a Technical degree or its equivalent and 3-4 years of experience
in the field or in a related area.
- Good communications, English a plus but not required.
- Familiar with standard concepts, practices, and procedures within information technology.
- Relies on limited experience and judgment to plan and accomplish goals.
- Performs a variety of tasks specific to electronic equipment and Operating Systems
- Technical Support for Microsoft Operating Systems, Windows 10-11.
- Technical Support for Microsoft Office Tools
- Familiar with platforms to image computers. SCCM Server
- Excellent communication skills both written and verbal.
- Highly organized, motivated, and detail oriented.
- Ability to lift 35-50lbs, possibly multiple times daily.
- Previous shipping or warehouse experience a plus but not required.
Additional Information:
- May require a Technical degree or its equivalent.
- Familiar with standard concepts, practices, and procedures within information technology.
- Relies on limited experience and judgment to plan and accomplish goals.
- Performs a variety of tasks specific to electronic equipment and Operating Systems
- Technical Support for Microsoft Operating Systems, Windows 10.
- Technical Support for Microsoft Office Tools
- Familiar with platforms to image computers (SCCM Server)
- Experience managing the Windows Active Directory (Create users, Security Groups, Distribution List, Increase Mailbox, Password Reset, etc)
- Excellent communication skills both written and verbal.
- Highly organized, motivated, and detail oriented.
- Ability to lift 35-50lbs, possibly multiple times daily.
- Previous shipping or warehouse experience a plus but not required.
