Are you well-versed in the technology that powers the internet? Do you enjoy working as part of a team committed to solving sometimes complex technical problems? Are you comfortable performing in a high-pressure environment but not afraid to ask for help if you don’t have all the answers?

Join us.

We’re Sutherland and we’re working with one of the largest providers of networking, cloud and security solutions in the world, and are now seeking Network Support Engineers to us on a full time, work from home basis.

In this role, you will support Field Engineers who work on-site at business customer premises and help to troubleshoot technical as well as logistical issues to restore network services. Specifically, you will respond to Field Engineers reaching out to you via phone, chat, or email to help resolve issues and will be responsible for:

• researching issues in order to provide technical direction to the FEs;
• loading firmware/IOS images to Cisco devices/servers;
• applying customer configurations to Cisco devices/servers;
• ensuring equipment is ordered and dispatched/delivered on time;
• documenting initial details and all updates to capture all necessary actions and resolution information;
• escalating to upper tier support as needed.

We offer:

• Competitive rates starting at $22/hour
• Medical, dental and vision benefits
• Paid training & PTO
• Company-provided equipment
• Monthly reward & recognition programs
• Employee Discounts
• EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland

Requirements include

• 1-2 years’ experience conducting remote technical support with business customers
• Knowledge of Cisco OS / UCSM GUI / CIMC; UCS Server hardware troubleshooting (FRU component level; B & C series) and Cisco device hardware troubleshooting (FRU component level; including but not limited to Route, Switch, Security, Telepresence, Wireless, Nexus etc.)
• Proven experience loading firmware/IOS images to Cisco devices/servers and applying customer configurations to Cisco devices/servers
• Excellent customer service and phone skills
• CompTIA, Cisco Certifications (CCNA, etc.) a plus but not required
• Associate's degree in Information Technology or equivalent experience

We will provide all equipment, but to work from home you must have:

• A quiet and distraction-free, secure place to work.
• Excellent Internet connectivity with access speeds of at least 2 Mbps upload and 10 Mbps download – the faster the better!
• In-house network, and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates (wireless and/or satellite Internet Service Providers are not compatible with our systems)

About Us

Sutherland, recently recognized as a Great Place to Work in the US, is a digital transformation company, making digital processes feel more human for the customers that we serve. We have been helping customers globally, across industries from financial services to healthcare, entertainment to retail, insurance to gaming, and everything in between, provide exceptional experiences for their customers for over 35 years.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
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