IBM Associate Network Support Specialist – Tier 1 with German in SOFIA, Bulgaria

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 (English plus one additional language). Additional language required: German. 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 in German.

  • 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, both spoken and written at B2-C2 level, plus additional fluent required language: German

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 plusThis 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.

  • At least 6 months of experience in related customer support

  • Basic understanding of networking - TCP/IP, routing, switching, firewalls

Global Compentency Center (TSS)