Assoc Mgr-Infrastructure

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.

RESPONSIBILITIES:

• Provide first-line technical support for all VDI related issues
• Troubleshoot/resolve issues of endpoints related to VDI (Vmware, Citrix, Azure)
• Resolve issues with acceptable service levels
• Accurately record cases, including customer comments, proper categorization, and fully document issues for quick resolution without requiring additional contact with the customer to obtain basic details
• De-escalate customer concerns and provide resolution
• Use available tools, procedures, instructions, and documents to resolve technical problems
• Coordinate with other resolver groups to ensure fast resolution
• Escalate unresolved problems to the appropriate resources and departments in accordance with published guidelines
• Develop and maintain effective relationships with team members and customers
• Follow internal change control process to implement any required product modifications
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to

Qualifications

• Must have at least one year of  technical support experience
• Familiarity and exposure VDI environment (Vmware, Citrix, Azure)
• Familiarity of application support within multi-tier environments (web, application, database)
• Familiarity with support Production Change Processes
• Understanding of remote tools and basic networking required
• Willingness to work with different shift hours
• Excellent communication and organizational skills required
• Ability to quickly learn new technologies and applications
• Previous customer service experience preferred; Must have ability to aid customers in a respectful, helpful manner

All your information will be kept confidential according to EEO guidelines.