Job Information

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

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 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 @ IBMWhat matters to you when you're looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBMIBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

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.