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Associate Network Support Specialist – Tier 1

at IBM

Posted: 10/7/2019
Job Reference #: 281658

Job Description

Title
Associate Network Support Specialist – Tier 1

Your Role and Responsibilities
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 Associate Network Support Specialist - Tier 1 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:
  • Initial point of contact for resolving customer raised network related voice, email, and web service requests specific to Cisco equipment
  • Provide answers for general usage and operation questions
  • Provide problem determination / problem source identification for known and published problems
  • Working 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
  • Follow Support Center processes for effective management of assigned support incidents

This position will require ongoing skills development activities and successful completion of all required training curriculum
Willingness to work in swing/night shifts (US prime shift)



Auto req ID
265874BR

Required Education
Bachelor's Degree

Role ( Job Role )
Remote Technical Support

State / Province
SOFIA

Primary job category
Product Services

Company
(0023) IBM Bulgaria Ltd.

Contract type
Regular

Employment Type
Full-Time

ERBP
Yes

Is this role a commissionable/sales incentive based position?
No

Travel Required
No Travel

IBM Business Group
GTS

Preferred Education
Master's Degree

City / Township / Village
SOFIA

Being You @ IBM
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.

Required Technical and Professional Expertise
Knowledge / Skill and Expertise:

At least 6 months of experience in related customer support
Experience in a technical support role is a plus
Basic understanding of networking - TCP/IP, routing, switching, firewalls
Understanding of network security principles
Working experience with any enterprise class Cisco equipment is a plus
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
Excellent command of spoken and written English (B2-C2 level)
Formal Cisco certification is a plus
 
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

Country/Region
Bulgaria

Preferred Technical and Professional Experience
NA

Secondary Job Category
Other Product Services

Eligibility Requirements
NA

Position Type
Early Professional

Early Professional Track
Industry Early Professional

Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your a.pplication.

New Collar Role
Yes

Introduction
IBM Technical Support Services’ (TSS) mission is to become the largest and most successful provider of multi-vendor technical support services in the world. Our Multi-Vendor Support (MVS) Client Innovation Center (CIC) in Sofia, Bulgaria is building a trans-disciplinary team of Multi-Vendor Storage support specialists tasked with supporting our TSS clients and field engineers in any IBM country worldwide on a 24x7 basis. MVS Storage Remote Technical Support Specialists in this job role will have expertise in various multi-vendor storage technologies.

Your Life @ IBM
What matters to you when you’re looking for your next career challenge? Maybe you want to get involved in work that really changes the world. What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible. Impact. Inclusion. Infinite Experiences. Do your best work ever.

About Business Unit
At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network.  It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!

About IBM
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.