Offers “IBM”

Expires soon IBM

Senior Network Support Engineer - Tier 3 (CCNP)

  • Internship
  • MADAGASCAR
  • Project / Product management

Job description

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.
·  Willingness to work on US prime time shifts
Auto req ID

343787BR
Required Education

Bachelor's Degree
Role ( Job Role )

Remote Technical Support
State / Province

SOFIA
Primary job category

Product Services
Company

(0023) IBM Bulgaria Ltd.
Contract type

Regular
Employment Type

Full-Time
ERBP

Yes
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Master's Degree
City / Township / Village

Sofia
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, pregnancy, disability, age, veteran status, or other characteristics. 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

Country/Region

Bulgaria
Preferred Technical and Professional Experience

N/A
Position Type

Early Professional
Early Professional Track

Industry Early Professional
Location Statement

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

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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 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!
About IBM

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