We areOne Sutherland— a general 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 ofOne 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.
Job Summary
The Technical Support Specialist provides advanced technical support for escalated customer issues, diagnosing and resolving hardware, software, and operating system problems. This role supports frontline teams, ensures accurate case resolution,
and contributes to continuous service improvement.
Key Responsibilities
- Troubleshoot and resolve complex hardware and software issues.
- Support escalated customer cases and provide technical guidance to frontline teams.
- Document cases, troubleshooting activities, and resolutions in the CRM system.
- Collaborate with internal teams to achieve timely incident resolution.
- Identify recurring issues and recommend process improvements.Contribute to knowledge base articles and technical documentation.
- Manage workload and prioritize activities to meet SLA requirements.
Education
- High School Diploma required.
- Degree in Systems Engineering, Computer Science, IT, or related field preferred.
- CompTIA A+ or equivalent certification preferred.
Experience
- 1-3 years of experience in technical support, service desk, or IT services.ㅀ>
- Experience supporting PC hardware, peripherals, Windows OS, and Microsoft applications.