Remote Network Support Specialist (Italian)

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
In this job the Remote Technical Support agent will provide remote technical support to IBM customers by troubleshooting and resolving software and hardware issues on Network equipment.
The products supported are mainly on Cisco and others like Juniper, Adva, F5, Fortinet where IBM has business alliances.
This Job requires strong knowledge on associated technologies (Routing, switching, DC, and Security) with certification required by the Vendors.
As RTS Network Specialist, your missions are to address the technical problems of IBM customers, to perform failure analysis, to provide technical solution and root cause, support technicians in the field and then document in the IBM call management system.
Network Specialists in this job role will support products or solutions based on any vendors hardware including software operating system.
Network specialists that are part of Technical Support have responsibility for troubleshooting, and to manage customer situations.

This includes the following activities:

  • Analysis of incidents with information and log provided by customers
  • Assistance to the analysis for the installation, configuration or use
  • Analysis of diagnostic information to isolate the causes of the problem.
  • Identify known defects and sources of the problem to solve problems.
  • Provide action plan for correction or a work around to restore the service
  • Provide assistance on matters relating to the products supported in the contract.
  • Participate to standby to insure 24h/24, 7day/7 and day off coverage.
  • Ensure customer relationship and communication, monitoring records and ensure escalation to the next level of support or to the vendor when a solution is not found within the time limit.
  • Ensure the ownership of the incident management from start to end and transfer of the information to a "backup" in case of leave.
  • Ensure autonomy in education for new products, version, etc.
  • The customer contact is by phone and email and it may be asked to move on client site.
  • This support activity requires an ability to work in a team and good technical skills
  • It requires the certification of products in the domain of competency


Required Technical and Professional Expertise
  • Technical expertise in Network platform Cisco
  • Good knowledge in Network Infrastructure
  • Demonstrated experience in this area
  • Ability to understand complex technical environments
  • Autonomy, reliability, organized
  • Ability to communicate with Clients
  • Administrative discipline and organization of work
  • Good level of use of MS Office tools
  • English fluent in speaking and writing
  • Italian fluent in speaking and writing
  • Cisco CCNA certification on one or more specialization: ​
  1. Borderless Networks Architecture specialization (Routing & Switching)
  2. Security
  3. Collaboration Architecture (Voice)
  4. Data Center Architecture (Nexus, SDN ACI)


Preferred Technical and Professional Expertise
  • experience of minimum 2 years in Networking with proven ability for Client's support is preferred
  • it is an advantage to have the CISCO CCNP or CCIE Certification level on one or more specialization below:
    • Borderless Networks Architecture specialization (Routing & Switching)
    • Security
    • Collaboration Architecture (Voice)
    • Data Center Architecture (Nexus, SDN)
  • it is an advantage to have the Juniper JNCIP or JNCIE Certification level on or more specialization below:
    • Juniper Enterprise (JNCIA-ENT or JNCIS-ENT)
    • Juniper Security (JNCIA-SEC or JNCIS-SEC)
    • Juniper SDN


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!

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 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.

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

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.


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