Associate Technical Support Advisor
Sutherland
Job Overview
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Job Description
Associate Technical Support Advisor - Protection Server Products
Sutherland is seeking an Associate Technical Support Advisor to join their global team. This role involves providing advanced technical support for Protection Server products, focusing on problem determination, isolation, and root cause analysis. You will engage directly with enterprise customers, offering exceptional service and resolving complex technical issues.
The Role
As an Associate Technical Support Advisor, you will be a Subject Matter Expert (SME) responsible for resolving technical issues from start to finish. Your daily activities will include updating support cases, hosting remote troubleshooting sessions, collaborating with Sustaining Engineering for escalations, and contributing to the knowledge base. Proficiency in Linux command line environments is essential.
Your Day-to-Day Responsibilities
- Provide technical product support to customers, resellers, and partners.
- Offer configuration help, troubleshooting assistance, and best practice advice.
- Manage support cases within SLA targets, ensuring timely resolution and escalation.
- Perform problem diagnosis and root cause analysis for technical issues.
- Publish Knowledge Base articles for both internal and external audiences.
- Review and contribute to technical documentation, training materials, and collateral.
- Participate in an assigned 24x7 on-call support rotation.
- Contribute to team success and collaborative problem-solving.
Qualifications
- Proven experience with Windows or Linux Server management.
- Knowledge of Email systems and Networking in a technical support or help desk environment.
- Understanding of email protocols, TCP/IP, HTTP, SSH, DNS, SMTP, FTP, LDAP, Linux, MySQL, and Exchange.
- Ability to independently troubleshoot complex software applications and distributed systems.
- Solid experience in software problem analysis and resolution.
- Must excel in a fast-paced, agile environment requiring critical thinking and strong problem-solving skills.
- Professional client interaction skills.
- Proven experience with remote troubleshooting tools like WebEx.
- Strong written and verbal communication skills.
- Flexibility to work evening and weekend shifts.
Key skills/competency
- Technical Support
- Problem Determination
- Root Cause Analysis
- Linux Server Management
- Email Systems
- Networking
- TCP/IP
- Customer Service
- Troubleshooting
- Case Management
How to Get Hired at Sutherland
- Tailor your resume: Highlight Linux, Windows Server, email systems, and networking experience, aligning with 'Associate Technical Support Advisor' requirements.
- Showcase problem-solving skills: Quantify achievements in technical issue resolution and root cause analysis for your application.
- Demonstrate client-facing experience: Emphasize your ability to provide 'white glove service' and manage client interactions professionally.
- Prepare for technical interviews: Brush up on TCP/IP, DNS, SMTP, and Linux command-line troubleshooting scenarios for your interview.
- Understand Sutherland's culture: Research their 'One Sutherland' philosophy and commitment to diversity and employee growth.
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