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Sutherland Global Services Level III Service Desk Technician/Network Admin in Rochester, New York

Job ID / Title:

Level III Service Desk Technician/Network Admin

Job Category:

IT Helpdesk Services





Work Location:

Jefferson Road

Job Description

Our Client isled by a team of seasoned entrepreneurs, operators and technologists. With software forming the foundation of every office, our Client is the world’s first all-in-one, modern IT support solution that can truly meet the needs of growing businesses. Through a chat interface, personalized service and flat-rate pricing our Client keeps their client’s email, computers, Wi-Fi and software running smoothly at a fraction of the cost and headaches normally experienced with traditional managed service providers.

We are seeking highly motivated, detail-oriented go-getters who want to work with a tech startup.

The Role:

We are seeking a Networking & Servers support professional to join our Customer Success team. This position will provide level 3-4 support to Client’s customers, while maintaining excellent communication, technical support and resolution tracking in an efficient and effective manner. If you have strong networking & servers support experience along with great customer service, apply today!


  • Coordinate and/or perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.

  • First line help desk; resolve level 3-4 issues in a Mac OS and Windows environments

  • Troubleshoot hardware & accurately determine fixes

  • Remotely troubleshoot issues relating to hardware and software (typically Mac OS, Apple, Google for Work, Cisco Meraki, Dropbox etc.)

  • Perform post-resolution follow-ups to help requests

  • Research issues and resolves technical problems

  • Implement and maintain operational documentation and procedures

  • Issue the daily operations status report and project status reports as required

  • Complete technical and special projects as assigned


Our most successful candidates will have:

  • Exceptional written and verbal communication skills

  • Exceptional ability to multitask

  • Experience using Apple hardware, Mac OS, Google (G-Suite) required

  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

  • College degree from accredited four-year institution or relevant technical experience

  • Previous customer support, sales or technology experience a plus