IBM Network Support Specialist – Tier 3 in SOFIA, Bulgaria

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 3 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 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.

  • 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.

  • 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 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.

  • Participate in initiatives and activities that improve overall team 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:Knowledge / Skill and Expertise

  • 24-36 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 a plus

  • 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

  • Excellent command of spoken and written English (B2-C2 level)

  • Active Cisco CCNP 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 environment

  • Self motivated, self starter

  • Ability to produce high quality documentation

  • Focused & Results orientated

    Additional information 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 work in swing/night shifts (US prime shift).

  • CCNP certified

  • 24-36 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 a plus

Global Compentency Center (TSS)

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.