Sutherland Global Services Linux Technical Support – Remote in Nashville, Tennessee

April 1, 2024

Job Description


Can you excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success? Do you have the ability to handle clients professionally and calmly while working to diagnose and resolve complex technical issues? Are you organized and detail-oriented, ready, able and excited by solving problems?

Join us.

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 24×7 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!)

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.

About Us

As a digital transformation company, Sutherland has been helping customers globally achieve greater agility and transform automated customer experiences for over 35 years. We work with some of the world’s most known brands in dozens of industries, including Banking & Financial Services; Insurance; Communications, Media & Entertainment; Healthcare; Retail & Consumer Packaged Goods; Technology; Travel, Transportation, Hospitality & Logistics; and Mortgage Services, helping them to better support and serve their customers.

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.









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