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Introduction

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.

The client Innovation Center is the newest and largest IBM center in Sofia, Bulgaria. It is a hub of global importance for the company, providing end-to-end IT services, including network management, server systems operations, maintenance and monitoring of computer hardware and software covering some of the biggest world markets.

IBM Technical Lifecycle Services’ (TLS) 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.

Your role and responsibilities

Your role:
As a Senior Network Engineer in our TLS Center, you'll be a key player in addressing customer network issues involving Cisco technologies.

Note: This role requires working US shifts.

Your Responsibilities:

• Serve and resolve complex network-related service requests over troubleshooting sessions, email, and web.
• Diagnose known problems with precision in a fast-paced setting.
• Ensure customer satisfaction as a top priority and your role is crucial in achieving this goal.
• Continuously enhance your networking and technical support skills.
• Serve as an escalation point for technical inquiries.
• Mentor and deliver technical trainings to junior network engineers

What We Offer:

• Company-sponsored training and certifications.
• Access to a state-of-the-art lab for learning and problem-solving.
• Collaboration with top-tier specialists.
• Competitive salary and benefits package.
• Opportunities for career growth within the team.
• Flexible hybrid work model.
• Recognition programs and additional health coverage.
• Various other office and social benefits.

Required education

High School Diploma/GED

Preferred education

Bachelor's Degree

Required technical and professional expertise

• Deep understanding of the OSI model.
• Advanced configuration and troubleshooting of network devices (IOS, IOS-XE, Linux, AirOS).
• Knowledge and practical experience with network protocols (e.g., TCP/IP, UDP, ARP).
• Advanced troubleshooting of various network solutions and topologies.
• Strong verbal and written business communication skills.
• Eagerness to learn and adapt to new technologies.

Preferred technical and professional experience

• Experience in technical support with enterprise networking equipment.
• Cisco CCNP or equivalent certification.
• Bachelor's degree in Engineering or a related field.