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29.08.2019, Ref.#: 215132BR
★★★★★ Senior Network Support Engineer - Tier 4 (CCIE), IBM Bulgaria Ltd.
Месторабота София, бул. "Христофор Колумб" 64 (виж карта); Постоянна работа; Пълно работно време
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Senior Network Support Engineer - Tier 4 (CCIE)

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 4 is a CCIE certified 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:

• Provide technical leadership over a team of customer support engineers who are responsible resolving customer raised network related voice, email, and web service requests specific to Cisco equipment
• Use CCIE level skills to provide advice and guidance to team members in order to facilitate the technical resolution of their assigned incidents
• Accept ownership and resolution responsibility for difficult issues that require assistance from resource outside our center
• Develop and deliver technical and support education to support center teams
• Assist Team Managers with client escalations and incident evaluation
• Be responsible for overall team results, ensuring appropriate plans are in place to address any improvement that is required
• Work within a fast paced environment while achieving high levels of accuracy with the information provided by the customer
• Follow Support Center processes for effective management of team support requests
• Be available to provide assistance to other support centers as required
• Provide management backup coverage as required
• Participate in initiatives and activities that improve overall team and center skills and results
• This position will require ongoing skills development activities and successful completion of all required training curriculum
• Accept team and center leadership roles as assigned
• Willingness to work in swing/night shifts (US prime shift)

Required Technical and Professional Expertise:

• Minimum 36 months of experience in a technical support center
• Second level or higher delivery experience
• Advanced understanding of computer networking - TCP/IP, routing, switching, firewalls
• Working experience with any enterprise class Cisco equipment
• Technical Support Center experience with any enterprise class Cisco equipment
• Experience with Microsoft Operating systems at advanced user level
• Experience with Microsoft Office ( Word, PowerPoint, Excel, Outlook) at advanced user level
• Bachelor's Degree (or equivalent) in Engineering or similar technical field
• Fluency in English
• Active Cisco CCIE certification in any technology area

Soft Competencies:

• Excellent verbal and written communication skills
• Excellent organizational skills
• Excellent analytical and problem solving skills
• Ability to provide leadership within a team and center environment
• Self motivated, self starter

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.

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