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Senior Network Support Engineer - Tier 3

at IBM

Posted: 10/10/2019
Job Reference #: 267024

Job Description

Senior Network Support Engineer - Tier 3

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 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 on daytime shifts OR night time shifts

Auto req ID

Required Education
Bachelor's Degree

Role ( Job Role )
Remote Technical Support

State / Province

Primary job category
Product Services

(0023) IBM Bulgaria Ltd.

Contract type

Employment Type


Is this role a commissionable/sales incentive based position?

Travel Required
No Travel

IBM Business Group

Preferred Education
Master's Degree

City / Township / Village

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
 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
  • 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
  • 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


Preferred Technical and Professional Experience

Secondary Job Category
Other Product Services

Eligibility Requirements

Position Type

Early Professional Track
Not Applicable - Professional Hire

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

Referral Promo Code

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 this 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.