Network Support Engineer - Tier 2

Job description

IBM Technical Support Services' (TSS) mission is to become the largest and most successful provider of technical support services in the world. The Client Innovation Center in Sofia, Bulgaria is building a trans-disciplinary team of network support specialists tasked with supporting our clients in any country worldwide.
The Associate Network Support Specialist - Tier 2 is a Customer Support Engineer role that is a member of a technical team who's responsible for owning and resolving support requests raised by customers.

Main Responsibilities:
·  Initial point of contact for resolving customer raised network related voice, email, and web service requests specific to Cisco equipment
·  Collaborate with other team members on a daily basis in order to achieve a satisfactory resolution to customer issues
·  Provide answers for general usage and operation questions
·  Provide problem determination / problem source identification for known and published problems
·  Working within a fast paced environment while achieving high levels of accuracy with the information provided by the customer
·  Demonstrate excellent English skills in both oral and written communications
·  Follow Support Center processes for effective management of assigned support incidents
·  This position will require ongoing skills development activities and successful completion of all required training curriculum
·  Willingness to work in swing/night shifts (US prime shift)
Auto req ID

185077BR
Required Education

Bachelor's Degree
Role ( Job Role )

Remote Technical Support
State / Province

SOFIA
Primary job category

Product Services
Company

(0023) IBM Bulgaria Ltd.
Contract type

Regular
Employment Type

Full-Time
ERBP

Yes
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Master's Degree
City / Township / Village

SOFIA
EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

Knowledge / Skill and Expertise:
At least 6 months of experience in related customer support
Experience in a technical support role is a plus
Basic understanding of networking - TCP/IP, routing, switching, firewalls
Understanding of network security principles
Working experience with any enterprise class Cisco equipment is a plus
Experience with Microsoft Operating systems at advanced user level
Bachelor's Degree (or equivalent) in Engineering or similar technical field
Excellent command of spoken and written English (B2-C2 level)
Active Cisco CCNA certification in any technology area

Soft Competencies:

Excellent communication skills
Excellent organizational skills
Good analytical and problem solving skills
Ability to work within a team
Ability to produce good documentation
Focused & Results orientated
Additional information:

This is an excellent opportunity to lead in a fast growing team in the IBM's Client Innovation Center and contribute to the future success of TSS and IBM.
Country/Region

Bulgaria
Preferred Technical and Professional Experience

·  Working experience with any enterprise class Cisco equipment is a plus
·  Formal Cisco certification is a plus
Secondary Job Category

Other Product Services
Eligibility Requirements

NA
Position Type

Early Professional
Early Professional Track

Industry Early Professional
New Collar Role

Yes