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 Specialist - Tier 2 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 and handling escalations from Tier 1. The team includes mostly engineers with dual language proficiency. The ideal candidate will be fluent in English and a second language will be considered as a strong advantage (German, Polish, Spanish, Russian, French).
Point of contact resolving advanced customer questions and issues related to Cisco networking products.
Handling critical customer situations.
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.
Pro-actively identify and gather key business & technical observations to share with stakeholders for continuous improvement.
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, a second foreign language is considered as a strong advantage.
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.
Knowledge / Skill and Expertise
3+ years of experience in networking industry/managing multi-vendor/multi-technology network environment.
Knowledge networking ie wireless, routing, switching, firewalls.
Deeper knowledge in at least two of the following technology areas: Routing, Switching, Wireless, Voice and Security
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, additional fluent language will be considered as a strong advantage.
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
+CCNA or equivalent Cisco certification is a plus
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, IBM, and our clients.
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.
Required Technical and Professional Expertise
Preferred Tech and Prof Experience
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.