Network Support Specialist – Tier 2 (CCNA)

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Employer: IBM Bucharest Software Lab
Domain:
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Abroad
  • nationwide
    Updated at: 06.08.2016
    Remote work: On-site

    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 Network Support Specialist – Tier 2 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.

    Responsibilities:

    • Initial point of contact for resolving customer raised network related voice, email, and web service requests specific to Cisco equipment
    • 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
    • Troubleshoot and resolve in-depth issues in the assigned product area
    • 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
    • Follow Support Center processes for effective management of assigned 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
    • Accept team leadership roles as assigned (ie training focal, lab focal)
    • Willingness to work in swing/night shifts (US prime shift)
     
    Required:
    Knowledge / Skill and Expertise
    • At least 12 months of experience in a technical support center
    • Advanced understanding of computer networking - TCP/IP, routing, switching, firewalls
    • Working experience with any enterprise class Cisco equipment
    • 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)
    • Active Cisco CCNA certification in any technology area
     
    Soft Competencies
    • Excellent verbal and written communication skills
    • Excellent organizational skills
    • Good analytical and problem solving skills
    • Ability to work within a team
    • Self motivated
    • Ability to produce good documentation
    • Focused & Results orientated

     
    Additional information
    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 and IBM.
    This is a role that would require work in swing/night shifts (US prime shift). 

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