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.

Description

We're Sutherland, and we currently seek technical support professionals to join the team supporting one of our clients, a leading cybersecurity organization focused on defending sensitive digital data from theft, loss and threats. This is a work from home, remote opportunity.

In this role, you will use your strong problem determination, isolation, and root cause analysis skills to own & resolve issues for our enterprise-level customers. The daily work includes, but is not limited to, providing configuration help; updating support cases to record progress of issues; hosting shared sessions with customers to diagnose reported problems; interacting with internal teams for items that require escalation, and documenting technical solutions and product information in the knowledge base. You will also participate in on-call support 24x7 rotation as assigned.

We offer:

• Attractive hourly rate of $21
• Medical, dental and vision benefits, EAP and other health & wellness offerings
• Generous PTO (be sure to ask about our new Global Flexible Vacation Policy!)

Qualifications

Requirements:

• At least one year of experience using Linux in a technical support/help desk environment, with demonstrated knowledge of Windows or Linux Server management; and understanding of email, TCP/IP, HTTP, SSH, DNS, SMTP, FTP, LDAP, Linux, MySQL & Exchange
• Ability to troubleshoot and resolve software applications and complex distributed system environments involving multiple configurations and protocols
• Proven experience hosting WebEx or other remote hosting tools for customer troubleshooting sessions
• Strong written and verbal communication skills
• Candidates should be flexible working evening and weekend shifts

We will provide equipment, however to work from home, you must have:

• Excellent Internet connectivity:
• Internet access speeds of 10 Mbps upload and 50 Mbps download - the faster the better!
• In-house network, and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates. (wireless and/or satellite Internet Service Providers are not compatible with our systems)
• A quiet and distraction-free, secure place to work.

IMPORTANT NOTE:This job is open only to residents of the United States, and you must be authorized to work in the US in order to be considered for employment.

Additional Information

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

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.