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 2 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.Main Responsibilities:
Provide technical leadership over a team of customer support engineers whose responsible resolving customer raised network related requests
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.
Accept team and center leadership roles as assigned
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.
Second level or higher delivery experience
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 protocols – PIM, IGMP
Knowledge of Failure detection mechanisms – BFD, OAM
Knowledge of Multicast VPNs
Understanding of features like port-mirroring, sampling, PBR,RPM
Experience with Microsoft Operating systems. 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)
Excellent organizational & analytical/problem solving skills
Ability to provide leadership within a team environment
Self motivated, self starter