IBM Remote Network Support Engineer - Tier 2 in SOFIA, Bulgaria

Job Description

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 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).

Main Responsibilities:

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.

Required:

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.

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

+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

N/A

Preferred Tech and Prof Experience

NA

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.