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. The client Innovation Center is the newest and largest IBM center in Sofia, Bulgaria. It is a hub of global importance for the company, providing end-to-end IT services, including network management, server systems operations, maintenance and monitoring of computer hardware and software covering some of the biggest world markets. At IBM you will have the opportunity to communicate with global teams who have different responsibilities, interests and knowledge. Here you will be placed in a dynamic environment, where you will be given the opportunity to raise technical skills and become an integral part of the Team. 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.
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Your Role and Responsibilities Your Role:
The Senior Network engineer is a Customer Support Engineer role that is a member of a technical team who’s responsible for owning and resolving support requests and escalations raised by customers.
You will provide third level technical support on a worldwide basis via phone, email, web, and remote access
Effectively utilize lab setups to debug broad and complex problems and submit complete bug reports while monitoring reports of other engineers for quality
Educate, develop, and train team members in technical and support center related areas
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.
Work within a fast-paced environment while achieving high levels of accuracy with the information provided by the customer.
Work on US prime time shifts
Company-paid training and certifications
Access to fully functional lab facility for education purposes and problem recreation
Work in a team with leading specialists
Company support for home office equipment
Competitive remuneration package
Diverse job role structure giving opportunities for growth within the team.
Hybrid working model with flexibility to work from home on a regular basis.
A workplace in an open, friendly hi-tech environment
Additional health coverage
Special offers and discounts/ corporate badge program
Did we mention free coffee, snacks?
Eco friendly travellers are welcome to the office – parking places for bikers and monthly allowance for transportation are available to all employees
Referral bonus program
Required Technical and Professional Expertise Expertise:
2+ years of IT networking experience in a medium/large global enterprise
Advanced knowledge of Networking industry, products, and protocols
Experience with Microsoft Operating systems at advanced user level
Troubleshooting experience using Wireshark, or other Protocol Analyzer
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
Crisis management skills and ability to handle critical customer issues/problems are second to none
Ability to provide leadership within a team environment