Senior Professional Network Engineer

Bulgaria | Sofia, Bulgaria
Job ID: 56913

Job Description

Position at Ingram Micro

Ingram Micro. It is all about the people

35 thousand people all over the world – talented and experienced – this is the Ingram Micro team. We are a Global Technology and Supply Chain Service Provider. We respect our associates’ imagination, personality, and self-expression. We are a team of 1200+ in Bulgaria and we advance together – to оur business goals, to a better career, to our personal development.

Wherever you are on your career path, we will help you keep going forward!

Key Responsibilities:

  • 3rd line break/fix support for core network and customer services.
  • Owns incidents, resolves them swiftly and drives through to final fix, working with customers and other internal teams as appropriate.
  • Escalation to vendor support and other internal teams to ensure prompt and satisfactory resolution of issues.
  • Provides concise and relevant action plans for teams to resolve network and customer issues efficiently.
  • High-level Cisco TAC case management through vendor.
  • Communication and documentation of customer- and service-specific support information to the 1st line SMC 247 teams.
  • Uses detailed understanding of operational capabilities to support operations acceptance of new infrastructure and non-standard bids.
  • Plan and execute software upgrades on the supported services, working with appropriate teams.
  • Pro-active problem management based on technical and trend analysis to drive ever-better network performance.
  • Configuration of network elements and migration of services under planned works.
  • Technical review and ownership of key network management systems.
  • Scope new developments to support continuous improvement of network quality and resilience.
  • Ensure operational processes are followed and deliver best-in-class technical support while maintaining a stable and resilient network.


Key Requirements:

  • University degree in Information Systems, Computer Science or similar background
  • 3+ years experience within Network Operations environment of a Telco or MSP.
  • Minimum 2 years of work in a 2nd line support position.
  • Excellent and demonstrable experience of switching & routing knowledge
  • Excellent knowledge of protocols in use by the systems and customer applications, independent troubleshooting skills required.
  • Excellent Cisco hardware and IOS knowledge
  • Good Cisco Meraki, HP & Aruba knowledge
  • General knowledge of MSP operational processes and standards.
  • Professional, structured and proactive approach.
  • Excellent English verbal and written
  • Self-motivated with excellent interpersonal and communication skills
  • Positive and approachable team player
  • Calm and productive under pressure
  • Detail-oriented and organised approach to work
  • Efficient and productive with good time management skills.
  • Able to resolve problems quickly and effectively
  • Decision maker
  • Able to proactively manage, develop and coach a team of engineers and technicians with the minimum of assistance from the manager
  • General technical understanding of other technologies (eg. VoIP) would be considered an advantage
  • CCNP or training for this level of qualification is preferable.

As we value our employees, we offer:

  • Competitive salary & Bonus system
  • Additional health insurance + Dental & Optical care, Hospital & Pregnancy care
  • Well-being Program & Multisport card
  • Food vouchers & Transport Allowance
  • Referral and baby bonus
  • Paid holiday days increasing in time
  • Career growth and development – internal and external trainings, language courses
  • Free access to LinkedIn Learning Platform

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