Senior Network Support Engineer – Tier 3 (CCNP)

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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

  • Provide technical leadership over a team of customer support engineers whose responsible resolving customer raised network related voice, email, and web service requests specific to Cisco equipment.
  • Provide advice and guidance to team members in order to facilitate the technical resolution of their assigned incidents.
  • Accept ownership and resolution responsibility for difficult issues that require assistance from resource outside our center.
  • Educate, develop and train team members in technical and support center related areas
  • Assist Team Managers with client escalations and incident evaluation
  • Be responsible for overall team results, ensuring appropriate plans are in place to address any improvement that is required.
  • Work 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 team 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.
  • Willingness to work on US prime time shifts

Required Technical and Professional Expertise

  • At least 24 months of experience in a technical support center
  • Second level or higher delivery experience
  • Advanced understanding of computer networking – TCP/IP, routing, switching, firewalls
  • Working experience with any enterprise class Cisco equipment
  • Technical Support Center experience with any enterprise class Cisco equipment a plus
  • Experience with Microsoft Operating systems 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 CCNP certification in any technology area

Soft Competencies:

  • Excellent verbal and written communication skills
  • Excellent organizational skills
  • Excellent analytical and problem solving skills
  • Ability to provide leadership within a team environment
  • Self motivated, self starter
  • Ability to produce high quality documentation
  • Focused & Results orientated

Preferred Technical and Professional Expertise

About Business Unit

At 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 @ IBM

Are 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 IBM

IBM’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.