Technical Support Services

Sutherland; Hyderabad; On-site; INR 300,000 - 600,000; Full time

Job summary

Sutherland in Hyderabad, India is seeking a detail-oriented Technical Support Services professional who will serve as frontline support for clients, providing efficient technical assistance to resolve issues and ensure optimal system performance.

You will handle first- and second-level support via phone, email, chat and remote tools, troubleshoot hardware/software/network problems, document tickets, and collaborate with senior staff to coordinate resolutions while communicating complex concepts

Qualifications

• Proven experience in technical support, help desk, or IT support services.
• Strong troubleshooting and problem-solving skills with the ability to analyze technical issues systematically.
• Proficiency with ticketing systems and remote support tools.
• Solid understanding of operating systems (Windows, macOS, Linux) and basic networking concepts.

Responsibilities

• Provide first-level and second-level technical support to end-users via phone, email, chat, and remote support tools.
• Troubleshoot hardware, software, and network-related issues with a systematic and analytical approach.
• Document all support tickets accurately in the ticketing system, maintaining detailed records of issues and resolutions.
• Analyze technical problems, identify root causes, and implement effective solutions in a timely manner.
• Assist with software installations, updates, and configurations for various applications and operating systems.
• Collaborate with senior technical staff and other departments to resolve complex issues and coordinate resolutions.
• Provide clear and patient guidance to non-technical users, explaining technical concepts in accessible language.
• Maintain organized records of known issues, solutions, and best practices for future reference.
• Follow established protocols and procedures to ensure consistent service quality and security standards.
• Contribute to the continuous improvement of support processes and documentation.

Skills

Troubleshooting

Customer service

Communication

Ticketing systems

Remote support

OS knowledge

Networking basics

Time management

Team collaboration

Tools

Ticketing systems

Remote support tools

Remote desktop

Job description

We're looking for a detail-oriented and customer-focused Technical Support Services professional to join our organization in Hyderabad, India. In this role, you will be the frontline support for our clients, providing efficient and organized technical assistance to resolve issues and ensure optimal system performance. You will combine strong technical knowledge with excellent communication skills to deliver exceptional support experiences.

• Provide first-level and second-level technical support to end-users via phone, email, chat, and remote support tools
• Troubleshoot hardware, software, and network-related issues with a systematic and analytical approach
• Document all support tickets accurately in the ticketing system, maintaining detailed records of issues and resolutions
• Analyze technical problems, identify root causes, and implement effective solutions in a timely manner
• Assist with software installations, updates, and configurations for various applications and operating systems
• Collaborate with senior technical staff and other departments to collaborate complex issues and coordinate resolutions
• Provide clear and patient guidance to non-technical users, explaining technical concepts in accessible language
• Maintain organized records of known issues, solutions, and best practices for future reference
• Follow established protocols and procedures to ensure consistent service quality and security standards
• Contribute to the continuous improvement of support processes and documentation

• Proven experience in technical support, help desk, or IT support services
• Strong troubleshooting and problem-solving skills with the ability to analyze technical issues systematically
• Proficiency with ticketing systems and remote support tools
• Solid understanding of operating systems (Windows, macOS, Linux) and basic networking concepts
• Knowledge of common software applications and hardware components
• Excellent communication and interpersonal skills with the ability to explain technical information clearly
• Strong organizational and time management skills with the ability to manage multiple support requests
• Customer-focused mindset with patience and empathy when working with end-users
• Ability to work independently and as part of a team in a fast-paced environment

• Preferred: CompTIA A+, ITIL Foundation, or vendor-specific technical certifications
• Preferred: Experience with IT asset management and system administration tools
• Preferred: Familiarity with cloud-based services and virtualization technologies

All your information will be kept confidential according to EEO guidelines.