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IBM Associate Network Support Specialist - Tier 1 in Sofia, Bulgaria


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

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

  • 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 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

  • 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

Preferred Technical and Professional Expertise


About Business UnitAt 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 @ IBMAre you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change - to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It's time to define your career.

About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

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

Being You @ IBMIBM 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.