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14.10.2020, Ref.#: 330487BR
★★★★★ Network Support Engineer - Tier 2 (CCNA Certified), IBM Bulgaria Ltd.
Месторабота София; Постоянна работа; Пълно работно време
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Network Support Engineer - Tier 2 (CCNA Certified)

 At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

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 - Tier 2 is a 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 advice, guidance and technical leadership over a team of customer support engineers whose responsible resolving customer raised network related voice, email, and web service requests specific to Cisco equipment.
  • Educate, develop and train team members in technical and support center related areas
  • 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 and upskill that is required. 
  • Work within a fast-paced environment while achieving high levels of accuracy with the information provided by the customer.
  • This position will require ongoing skills development activities and successful completion of all required training curriculum.
  • Willingness to work on standard European business hours.

 Required Professional and Technical Expertise :
  • Skills and Expertise: At least 24 months of experience in a technical support center
  • Second level or higher delivery experience
  • Advanced understanding of computer networking - TCP/IP, routing, switching, firewalls
  • Technical Support Center experience with any business class Cisco equipment a plus
  • Experience with Microsoft Operating systems at advanced user level
  • Bachelor's Degree (or equivalent) in Engineering or similar technical field
  • Excellent command of spoken and written English (B2-C2 level)
  • Active Cisco CCNA certification in any technology area


Soft Competencies:
  • Excellent verbal and written communication skills
  • Excellent analytical and problem solving skills
  • Ability to provide leadership within a team environment
  • Self motivated, self starter
  • Ability to produce high quality documentation
  • Focused & Results orientated


Preferred Professional and Technical Expertise :
  •  Preferred Technical and Professional Expertise:CCNP or equivalent Cisco certification 
  • 2 or more years of Technical Support experience

We offer: 
  • One of the newest and most expensive tech labs in IBM Europe to enhance your work experience when troubleshooting technical scenarios
  • Company covered certification – Cisco CCNA / CCNP / CCIE
  • Access to both IBM and Cisco knowledge base
  • Opportunities to grow inside that company – both vertically and horizontally
  • Competitive salary
  • Flexible working hours
  • Social benefits for our team members
  • Corporate Discounts


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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