Customer Service Representative | IBM Careers | Immediate Hiring

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About the Job

At IBM, a career is more than just a job—it’s a mission: To build, to consult, to code, and to solve the world’s toughest challenges.
We are hiring an experienced Customer Service Representative to join our team at IBM offices or customer locations. If you are passionate about Routing & Switching, Network Troubleshooting, and Enterprise/Telco solutions, this opportunity is for you.

Key Responsibilities

  • Provide L1.5 support for network issues: troubleshooting, root cause analysis, and resolution.

  • Install, configure, and maintain routers, switches, firewalls, and load balancers.

  • Manage network upgrades, patches, and security vulnerabilities.

  • Monitor enterprise/telecom network deployments and performance.

  • Troubleshoot MPLS, leased line, and telecom link issues.

  • Raise and manage TAC cases and RMA processes with OEM vendors.

  • Design and optimize networks (LAN, WAN, Wireless) based on best practices.

  • Maintain detailed network documentation (Visio, PowerPoint, technical reports).

  • Prepare and submit RCA, Incident Reports, and Performance Reports.

  • Collaborate with OEM support teams and internal stakeholders.

  • Train and mentor team members on network best practices.

Required Skills

  • Strong knowledge of L3/L2 technologies: OSPF, EIGRP, BGP, VLANs, STP, QoS.

  • Solid understanding of TCP/IP protocols, IPv4/IPv6 addressing.

  • Hands-on expertise in MPLS, Leased Lines, and Carrier Ethernet services.

  • Skilled with platforms like Cisco ASR9K, ASR9xx, NCS series.

  • Experience with ITIL processes and network troubleshooting tools (Wireshark, Syslog analyzers).

  • Familiarity with Cisco IOS-XE, IOS-XR operating systems.

  • Ability to manage large MPLS Networks/Data Centers.

  • Strong communication skills and ability to work in 24×7 shifts.

Preferred Qualifications

  • Associate’s Degree or higher in Networking/Telecommunications/Computer Science.

  • Team Lead experience for managing Level 2 escalations.

  • Willingness to work from customer premises and relocate if required.

  • Experience handling network escalations, customer complaints, and vendor coordination.

  • Expertise in automating network monitoring and reporting tasks.

Job Details

  • Position: Customer Service Representative

  • Location: IBM Office / Customer Premises

  • Type: Full-Time

  • Industry: Information Technology / Telecom

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