Network Support Engineer with English and German

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 Service Engineer role that is a member of a technical team who’s responsible for owning and resolving support requests raised by customers. The team includes mostly engineers with dual language proficiency. The ideal candidate will be fluent in English and German, third language will be considered as a strong advantage.

Main Responsibilities:

·  Initial point of contact for resolving customer questions and issues related to Cisco networking products.
·  Support is delivered via the phone, chat or web service requests.
·  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 related to Cisco networking equipment
·  Provide problem determination / problem source identification for known and published problems
·  Work 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, plus proficiency inGerman.
·  Follow Support Center processes for effective management of all assigned support incidents
·  This position will require ongoing skills development activities and successful completion of all required training curriculum
·  Support Center operational hours: 8AM – 8PM EEST Monday – Friday (incl holidays) 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 IT networking ie wireless, routing, switching, firewalls
·  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
·  Ability to communicate in English and German, both spoken and written at B2-C2 level, additional fluent language will be considered as a strong advantage. 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

+CCNA or equivalent Cisco certification is a plus
+Technical Support experience is a plus

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, IBM, and our clients.

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.

Auto req ID

167476BR
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
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.
Required Technical and Professional Expertise

·  At least 6 months of experience in related customer support
·  Basic understanding of networking - TCP/IP, routing, switching, firewalls
Country/Region

Bulgaria
Preferred Technical and Professional Experience

NA
Eligibility Requirements

NA
Position Type

Early Professional
Early Professional Track

Industry Early Professional
New Collar Role

No