Sutherland is hiring for the position of Senior Associate – IT Helpdesk (Tier 2 Technician) in a 100% Work From Home (Remote) setup for candidates based out of Chennai, Tamil Nadu or across India.
This full-time role acts as the central technical point of contact between internal employees and IT Service Management, handling Level-1 and Level-2 technical issues, incident management, and Active Directory user management.
Job Summary
| Parameter | Details |
| Company Name | Sutherland |
| Position Title | Senior Associate – IT Helpdesk (Tier 2 Technician) |
| Work Setup | 100% Work From Home (Remote) |
| Base Location | Chennai, Tamil Nadu, India |
| Employment Type | Full-Time |
| Shift Requirement | Rotational / Night Shifts |
| Educational Qualification | Graduation in Any Stream |
| Certification (Optional/Plus) | MCP (Microsoft Certified Professional) / ITIL Foundation |
Key Responsibilities
- Technical Support & Service Desk: Act as the primary point of contact for internal workforce issues via phone, web, and chat support ticketing channels.
- Active Directory Management: Handle daily Active Directory user management tasks including password resets, account unlocks, and user permissions.
- Incident & Request Handling: Log, categorize, track, and drive all technical incidents and service requests to resolution within strictly defined SLAs.
- System Troubleshooting: Perform remote diagnostic troubleshooting for Windows OS errors, MS Office applications, and basic hardware issues.
- Major Outage Reporting: Escalate and keep leadership updated on critical IT service outages and continuous technical disruptions.
Eligibility Criteria & Desired Technical Skills
- Educational Qualification: Bachelor’s degree in Any Stream (B.E./B.Tech, B.Sc., B.C.A., B.A., B.Com., etc.).
- Technical Knowledge:
- Hands-on troubleshooting for Windows OS and MS Office Suite.
- Working knowledge of Active Directory Services and ticketing tools.
- Basic computer hardware and network connectivity troubleshooting skills.
- Communication: Excellent verbal and written English communication skills for telephone and remote interaction.
- Flexibility: Complete willingness to work in rotational night shifts and support time-critical operations.
- Certifications (Value Added): ITIL Foundation Certification or MCP (Microsoft Certified Professional) credentials are preferred.
How to Apply
- Visit Sutherland’s official careers portal: sutherlandglobal.com/careers or apply via LinkedIn Easy Apply.
- Search for “Senior Associate – IT Helpdesk” (Chennai / Remote).
- Fill out the application form, upload your updated resume, and submit.