IBM Network Support Engineer - Level 1 in ZAGREB, Croatia

IBM Technology Support Services’ (TSS) mission is to become the largest and most successful provider of multi-vendor technology support services in the world.Our Multi-vendor Support (MVS) Client Innovation Center (CIC) in Zagreb, Croatia is building a trans-disciplinary team of L1 and L2 network support specialists tasked with supporting our clients in any country worldwide.The Network Support Specialist – Level 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.Responsibilities:

  • Initial point of contact for resolving customer raised network related requests specific to network equipment

  • Collaborate with other team members on a daily basis in order to achieve a satisfactory resolution to customer issues

  • Provide answers for general usage and operation questions

  • Troubleshoot and resolve in-depth issues in the assigned product area

  • 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

  • Follow Support Center processes for effective management of assigned 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

  • Accept team leadership roles as assigned (ie training focal, lab focal)

  • Standard European business hours

​Additional information This is an excellent opportunity to lead in a fast growing team in the IBM’s Client Innovation Center and contribute to the future success of TSS and IBM. IBM 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, disability, age, or veteran status.

Knowledge / Skill and Expertise

  • Advanced understanding of computer networking - TCP/IP, routing (OSPF, IS-IS, BGP), switching (Bridging and VLANs, Spanning Tree), MPLS, QoS, IPv6, High Availability.

  • Working experience with any enterprise (or service provider) class network equipment

  • Knowledge of Multicast VPNs.

  • 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 Electronic Engineering or similar technical field

  • Excellent command of spoken and written English (B2-C2 level)

    Soft Competencies

  • Excellent verbal and written communication skills

  • Excellent organizational skills

  • Good analytical and problem solving skills

  • Ability to work within a team

  • Self motivated

  • Ability to produce good documentation

  • Focused & Results orientated

Domestic Non-Delivery