Sutherland is an experience-led digital transformation company that can help your business achieve non-linear growth by delivering exceptionally engineered experiences for your (very human) customers and employees. We do this by combining human-centered design with the scale and accuracy of real-time analytics, AI, cognitive technology and automation.
We work with businesses across a broad range of industries, including Banking & Financial Services, Insurance, Healthcare, Retail, Telecommunications, Media & Entertainment, Technology, Travel & Hospitality, and Logistics.
Job DescriptionTo act as the central point of contact between the user and IT Service Management. To handle incidents and requests and provide an interface for other activities such as Change, Problem, Configuration, Release, Service Level, and IT Service Continuity. We are a group of dynamic and driven 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!
Senior Associate in this role get to:
- Enable the workforce: Act as point of contact for all technical related issues and requests. Provide appropriate customer service. Drive all tickets to closure on time. Handle calls & tickets within the defined SL.
- Support the team: Build good rapport with the customers as well as within team.
- Keep management updated: Keep management updated on major outages being reported to GSD.
- Help others: Work as a team and help each other with issues/requests that need to handled daily basis.
- Excellent communication Skills (Verbal and Written)
- Good knowledge on Windows OS troubleshooting, MS Office application.
- Basic Hardware troubleshooting skills
- Willing to work on in night shifts
- Willing to assist our internal customers over the phone
- Understanding of Active Directory Services, it will be an added advantage if the candidate possesses MCP certification
- ITIL Foundation Certification is a Value added.
- To provide time critical support to our internal employees ensuring maximum efficiency to achieve customer satisfaction.
- Document all Service Desk interactions in the form of incident (Phone/Web/Walk-in).
- Ensures all Tickets Processed, handled accordingly, and documented.
- Active Directory User Management as a Day-to-Day Activity.
- Graduate in any stream can be considered for the position.
Tier 2 Technicians role is that of providing first level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Service Desk objectives.
Skills Required
- Excellent verbal and written communication skills
- Knowledge of Windows OS troubleshooting
- Knowledge of Microsoft Office applications
- Basic hardware troubleshooting skills
- Willingness to work night shifts
- Willingness to assist internal customers by phone
- Understanding of Active Directory Services
- MCP certification
- ITIL Foundation certification
- Ability to provide time-critical support to internal employees
- Ability to document service desk interactions and incidents
- Ability to process and document tickets appropriately
- Graduate degree in any stream
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
