Network Support Engineer with English

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 Network Support Engineer with English is a Customer Service Engineer role that is a member of a technical team who's responsible for owning and resolving support requests raised by customers. The team includes mostly engineers with dual language proficiency. The ideal candidate will be fluent in English.

Main Responsibilities:

·  Initial point of contact for resolving customer questions and issues related to Cisco networking products.
·  Support is delivered via the phone, chat or web service requests.
·  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 related to Cisco networking equipment
·  Provide problem determination / problem source identification for known and published problems
·  Work 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 all assigned support incidents
·  This position will require ongoing skills development activities and successful completion of all required training curriculum

Auto req ID

289632BR
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
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
Being You @ IBM

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

·  At least 6 months of experience in related customer support
·  Experience in a technical support role is a plus
·  Basic understanding of IT networking, i.e wireless, routing, switching, firewalls
·  Experience with Microsoft Operating systems at advanced user level
·  Experience with Microsoft Office ( Word, Outlook) at advanced user level
·  Bachelor's Degree (or equivalent) in Engineering or similar technical field
·  Ability to communicate in English, spoken and written at B2-C2 level
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
Country/Region

Bulgaria
Preferred Technical and Professional Experience

Additional information

+ CCNA or equivalent Cisco certification is a plus
+ 1 or more years of Technical Support experience is a plus

This is an excellent opportunity to develop yourself in a fast growing team in the IBM's Client Innovation Center and contribute to the future success of TSS, IBM, and our clients.
Secondary Job Category

Other Product Services
Eligibility Requirements

Work permit in Bulgaria
Position Type

Early Professional
Early Professional Track

Technical Services and Solutions (GBS ONLY)
Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.
New Collar Role

No
Introduction

IBM Technical Support Services' (TSS) mission is to become the largest and most successful provider of multi-vendor technical support services in the world.
Your Life @ IBM

What matters to you when you're looking for your next career challenge? Maybe you want to get involved in work that really changes the world. What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible. Impact. Inclusion. Infinite Experiences. Do your best work ever.
About Business Unit

At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's this unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!
About IBM

IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.