Sutherland is seeking a reliable and detail-oriented person to join us as Technical Support Engineer. We are a group of driven and hard-working 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!

Our Technical Support Analyst will work as part of a team to solve technical problems and be responsible for supporting Sutherland Enterprise clients of varying levels and sizes.  The Technical Support Analyst will work in a team oriented environment to solve technical problems and offer advice on ways to increase the value of the product and manage the resolution of technical issues for a distinct set of customers.

Responsibilities:

• Identify potential customer needs and recommend solutions based on those needs
• Access customer databases, knowledge resources, and technical applications to determine root causes and resolutions
• Interact with client departments (test desk, field service, dispatch) regarding escalations
• Manage all Service Level Agreement (SLA) related items below for TacOps Desk Functions, which includes accuracy, completion, and deadline meeting rate
• Password reset
• Reports (includes development, implementation, completion, & distribution of executive level, enterprise level, ad hoc, & queue level reports)
• Notifications (includes updating multiple distribution lists with relevant information, status, actions taken, etc. via Chat, EM, & Phone)
• Real-Time Communication Response (via phone, chat, bridge, & IM) within 5 minutes of receipt
• E-Mail response within 4 hours of receipt
• Ticket Follow Up, which includes follow up actions with fix agents or agencies, data assessment, impact time confirmations, post mortems, etc

Required Skills:

• Passion for customer service and the ability to empathize with concerned customers
• Ability to do what is necessary to resolve customer issues
• Demonstrated ability to research and resolve problems using a variety of resources and tools
• Provide timely, effective and correct solutions and information to customers.
• To be able to work on more than one ticket at once, while not losing effectiveness
• Meet internal and client metrics, in the areas of SLA, tickets closed per month, Customer and Sales Rep Satisfaction, and other metrics as defined.
• Flexibility in work schedule and ability to participate in monthly rotating shifts when needed to meet needs of the customer and business.
• Proficient and accurate computer typing skills.
• Effective Written and Verbal Communication Skills.
• Strong verbal and written communication skills

Preferred Skills:

• Previous experience with phone support
• Experience in troubleshooting Server related issues
• Working knowledge of MS-Windows Server
• Working knowledge of IIS
• Knowledge and hands-on experience with any of the following: Windows Server 2008/2012, Windows XP/7, ActiveSync, Lotus Domino Server and/or Microsoft Exchange Server 07/10/13, Microsoft Office 365, and/or Novell GroupWise, Lotus Notes Client and/or Microsoft Outlook, and/or Apple OS/X environment.
• Knowledge of TCP/IP, DHCP, Network Connectivity, OSI, LAN/WAN
• Understanding of Internet application technologies including; HTML, XML, Internet protocols, networking, firewalls, Web Server configurations

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.