Senior Associate ‑ IT Helpdesk (India)

Senior Associate IT Helpdesk at Sutherland providing first-level technical support to internal employees through calls and tickets. It requires Windows/MS Office and basic hardware troubleshooting, Active Directory familiarity, and willingness to work night shifts; the listed locations are India and the United States.

• Act as point of contact for technical issues and requests
• Handle calls and tickets within defined service levels
• Drive tickets to closure on time
• Document Service Desk interactions as incidents
• Perform Active Directory user management
• Keep management updated on major outages
• Support team members with daily issues and requests

• Excellent verbal and written communication skills
• Windows OS and MS Office troubleshooting knowledge
• Basic hardware troubleshooting skills
• Willingness to work night shifts
• Willingness to assist internal customers over the phone
• Understanding of Active Directory Services
• MCP certification is an advantage
• ITIL Foundation certification is a value add

Sutherland works with global brands on AI, automation, cloud and customer experience operations. In Egypt it runs large contact centers in Cairo and Alexandria that hire English and multilingual customer service representatives, usually with transport, medical insurance and paid training. These roles are on-site.