Security Intelligence Support Engineer

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 security support specialists tasked with supporting our clients worldwide.

This position involves working with our customers, including some of the world's top network and security experts.

The candidate must be able to assist with operating systems, tuning, calability/performance, network integration issues and security incident analysis. Our support group is involved in all aspects of customer interactions from pre-sales deployment design to upgrading and support of existing customers.

Since our product line is the Center for all network traffic analysis and device logging, we require individuals who wish to be challenged technically by integrating our products with all major networking brand names.

Responsibilities:

- Assist our customers in the deployment of Security Intelligence solutions by providing planning, implementation, configuration, and optimization services around the world
- Provide technical engineering support, as part of our Technical Support Centre, in order to resolve customer issues by performing diagnostics, performance optimization, security incident analysis, solution/partner recommendations, and product knowledge transfer
- Perform proof of concept solution validation and complex issue reproduction while interfacing with engineering, product management, and quality assurance teams
- Work with customer account teams to ensure total customer satisfaction by representing our customers ‘needs and requirements to product management and engineering
- Build software tools and training materials to assist our customers in expanding their deployment and knowledge base
- Design comprehensive security solutions to address a wide range of complexities, scales, and integration requirements
- Interface with customers on an on-going basis to identify problems and communicate progress and resolution while maintaining a high sense of urgency
- Insure timely escalations
- Function as a key contributor to the knowledge management system technologies available to deliver state-of-the-art software.

You will be responsible for ensuring that company software components are expertly designed, tested, debugged, verified, and ready for integration into IBM's best-of-breed solutions that help organizations improve their business outcomes in the global marketplace.

Required Skills:

- Fluency in English

- Experience in Network Administration
- Soft Skills in Customer handling
- Excellent communication, organization, and documentation skills
- Passion for customer support
- Willingness to work on rotational shifts and flexible working hours

Preferred Skills:

- Bachelor's Degree
- CCNA (Cisco Certified Network Associate) or LPIC-1 (Linux Professional Institute - Certified Linux Administrator)
Soft Skills:

- 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

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.
This is a role that would require willingness to work on rotational shifts and flexible working hours.

Auto req ID

140126BR
Required Education

Bachelor's Degree
Role ( Job Role )

Remote Technical Support
State / Province

SOFIA
Primary job category

Product Services
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

-
Country/Region

Bulgaria
Preferred Technical and Professional Experience

-
Eligibility Requirements

NA
Position Type

Early Professional
Early Professional Track

Technical Services and Solutions (GBS ONLY)
New Collar Role

Yes