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Lucas Soria

Lucas Soria

Sutherland Global Services is searching for experienced and dedicated System Administrators/Engineers to support our newest client: a world-famous, Enterprise-level application provider that specializes in back-up and security space. This is a rare and perfect opportunity for someone looking to learn and develop within an exceptionally supportive and expanding company. If you have what it takes, let’s talk!

RESPONSIBILITIES:
• Provide end-to-end complex technical support via telephone and email
• Resolve technical issues with customers with continued follow-up
• Ensure proper escalation procedures are followed for unresolved issues
• Handle customer requests, troubleshoot and resolve complex, critical, and sensitive support issues, and participate in conference call escalations
• Duplicate and verify customer issues by re-creating scenarios in a lab environment
• Prioritize open issues and offer innovative ideas to improve product quality
• Participate in new product releases and beta cycles to ensure information and training requirements are met to support new products
• Research a wide variety of technical subjects including operating systems, backup and recovery software, and third party applications

REQUIREMENTS:
• Excellent written and verbal communications skills in English and Portuguese.
• Technical degree (preferred)
• Previous experience supporting large enterprise customers
• In-depth knowledge of Windows 2003 and 2008
• Extensive hands-on networking experience
• In-depth knowledge of Active Directory, domains and domain trusts, Widows Registry, Windows workstation and server, user profiles, and security and server-based software
• Familiarity with networking protocols and hardware, preferably MC SE certification and 2012
• Ability to resolve problems systematically, efficiently, and effectively
• Excellent organizational and interpersonal skills; ability to work well both independently and as part of a team
• Experience with any combination of the following is preferred: Oracle DB, Java, SMS, MS Exchange, MS SQL, and/or UNIX
• Flexibility to travel abroad for three months to receive technical training

APPLY: lucas.soria@sutherlandglobal.com

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