Associate Network Support Specialist – Tier 1

Job Description

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

  • Collaborate with other team members on a daily basis in order to achieve a satisfactory resolution to customer issues

  • 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:
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

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).

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

  • 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)


Preferred Tech and Prof Experience

  • Working experience with any enterprise class Cisco equipment is a plus
  • Formal Cisco certification is a plus


EO Statement
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.


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