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