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Работа в България?
София 1766, ж.к. Младост 4 Бизнес Парк София, сграда 5Б, ет. 6

IBM Bulgaria

София

Associate Network Support Specialist – Tier 1

Описание на длъжността

Introduction
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.

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.

Изисквания за длъжността

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)

Required Technical and Professional 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

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