About Sutherland:
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results
Job Description
The IT Support Specialist (Tier 1) is the first point of contact for end-users seeking technical assistance. This role will monitor, operate, troubleshoot, and resolve Level 1 technical issues remotely, ensuring staff and scholars have the tools they need to succeed. Utilizing ServiceNow and other remote diagnostic tools, this individual will perform a broad range of customer assistance, software deployment, remote equipment troubleshooting, and access management.
Key Responsibilities
- Ticket Management: Triage, accurately log, and respond to inbound support requests via ServiceNow, ensuring SLAs are met for first-call resolution and response times.
- Remote Technical Support: Provide first-line remote support for personal computer hardware, software, and specialized technology; escalate complex Level 2/Level 3 issues to appropriate internal teams.
- Sys
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