MVS L1/2 Networking Engineer

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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

Our Global Multi-Vendor Network Support (MVS) Competency center has built a trans-disciplinary team of L1 and L2 network support specialists tasked with supporting our TSS clients and field engineers in any IBM country worldwide on a 24×7 basis.
In this challenging role, you will have the chance to work with cutting edge network technologies from multiple game-changer vendors like F5, Riverbed, Checkpoint, Palo Alto and Fortinet.
Strong fault isolation and root cause analysis skills are required to diagnose and solve complex technical issues spanning all 7 layers of the OSI model. Both live troubleshooting over remote access sessions, as well as offline investigation of device logs and documentation are part of the daily activities in this role. Reproducing customer issues in the lab may be needed to isolate potential bugs and complex issues before engaging vendor’s team resources.
Our global team of exceptionally talented network engineers continues to rapidly expand. We are looking for those with a passion for technology and problem solving who find satisfaction in making customers happy. This is an opportunity to work amongst the best and brightest in the industry who share the same enthusiasm for the latest cutting edge technologies that continue to thrill the security industry worldwide. With a casual working environment and cool team members, this is an opportunity not to miss!

Key activities include:
• Provide world-class remote technical support expertise to both customers and internal field personnel in any country where IBM does business;
• Use problem determination/problem source identification skills to isolate issues and document substantive action plans that resolve client issues accurately the first time;
• Keep customers, partners, and internal stakeholders regularly informed of problem investigation and resolution status throughout the support service request case life cycle;
• Provide technical expertise in support of critical client situation resolution;
• Use lab hardware to assemble customer configurations in order to replicate customer failure mechanisms;
• Use specialized debug equipment such as scopes and analyzers to isolate complex client problems;
• Work with suppliers, other teams and, if applicable, L3 OEM Development to drive fixes for field issues;
• Interface with client teams and customers to explain technical solutions, interpret manuals, and maintain customer satisfaction;
• Generate technical documentation for service personnel and clients to follow;
• Provide on-site assistance to resolve critical client technical issues (when required).
• Flexible schedule to support 24×7 shift operations and on-call coverage (as applicable)

Required Technical and Professional Expertise

  • Strong verbal and written communication skills in English
  • Independent worker and team player
  • Strong troubleshooting skills, creative and able to think outside the box
  • Strong technical expertise in all layers of the OSI model with a solid understanding of how each technology works
    • Ethernet and Switching
    • IP, NAT, and Routing
    • TCP, UDP
    • SSL and IPSec VPNs
  • Common Application Layer Protocols:
    • Ability to read, analyze, and isolate behavioral anomalies within packet captures
    • Background working in vendor or technical support environments with trouble ticketing systems will be considered as an advantage

Preferred Technical and Profession