At Sutherland, we are a leading global business and digital transformation partner with expertise in Artificial Intelligence, Automation, Cloud engineering, and Advanced analytics. Our services span various industries including Healthcare, Insurance, Banking & Financial Services, Communications, Media & Entertainment, Technology, Travel & Hospitality, Logistics, Retail, Energy & Utilities. We are committed to driving digital transformation and providing unique value propositions through market-leading technology and business process excellence, with over 200 unique inventions under several patents across critical technologies.
Job DescriptionTechnical Support:
- Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
- Efficient problem resolution and maximize systems availability.
- Review the frequently faced system problems and work on the improvements.
- Strict Compliance to agreed SLA for issue resolution.
- On Call 24x7.
- Maintains integrity of systems.
- Ensure all users can access their workstation with required privileges for day-to-day operations.
- Interacts with internal clients on all levels to help resolve IT-related issues and provides answers in a timely manner. This includes Relationship Management, Communications, Meetings, and floor walks. Working with them and prioritizing helpdesk tickets response and face to face follow-up with internal customers to drive Service Level Agreements.
- Participates in problem management and promptly escalates faults in line with set procedures to the correct support agency and resolves the problem in a timely manner without affecting Business. This includes collection of info and monitors on frequently occurring problems and reports these issues to the relevant groups in order to resolve them, and ensures all of these are made known to the Management team (Duty Manager, Site Lead, Site Manager).
- Daily system maintenance checks prior to the operation/business opening hours, with ongoing support during operational hours.
- Performs routine preventive maintenance on hardware and software, to include desktops, laptops, copiers, faxes, scanners, telephones, bar-code scanners, thin clients and other technologies.
- Strictly adhere to the set procedures and follow the guidelines.
Hardware/software preparation & installations:
- Responsible for preparing, deploying and installing all IT assets including desktops, laptops, monitors, copiers, faxes, scanners, telephones, thin clients, windows operating systems & applications, switches, routers, etc.
Documentation:
- Maintaining a documentation for all IT assets, network changes/activities, including creation and maintains for all system related manuals and guides.
- Documentation maintained to support compliance/IT Security and audit requirements.
- Improves client references by writing and maintaining documentation.
- Participates in Asset management. Ensure Assets are maintained and tracked accordingly by following the Standard Operating Procedures for such.
* Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering or equivalent.
* MCSE, MCITP, CCNA knowledge with minimum 3 years of hands-on experience in windows operating systems & Cisco network environments. Certification is a plus.
* Technical experience & awareness with Windows Operating Systems, Active Directory, Virtualization technologies, SCCM, switching, routing, Voice over IP and IP technologies, Antivirus systems, etc.
* Familiar with standard concepts, practices, and procedures within information technology.
* Ability to work well with others in pursuit of business aims / ability to work under pressure.
* Energy, enthusiasm and commitment to the business unit.
* Positive response to and recognition of the need for change.
* Ability to make realistic decisions and is willing to take the responsibility for acting on their own initiative.
* High standards of integrity and the ability to motivate self/others towards continuous performance improvement and personal development.
* Willing to work on different shifts and be assigned to other sites/location if required.
Skills Required
- Bachelor of Science in Computer Engineering, Computer Science, Electronics and Communications Engineering, or equivalent
- Minimum 3 years of hands-on experience with Windows operating systems and Cisco network environments
- Knowledge of MCSE, MCITP, and CCNA concepts; certification is a plus
- Technical experience with Windows operating systems, Active Directory, virtualization technologies, SCCM, switching, routing, Voice over IP, IP technologies, and antivirus systems
- Familiarity with standard information technology concepts, practices, and procedures
- Ability to work well with others and under pressure
- Willingness to work different shifts and be assigned to other sites or locations if required
- Ability to make realistic decisions and take responsibility for independent actions
- High integrity and ability to support continuous performance improvement and personal development
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
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