L2 Support Engineer

Job Description

Introduction A career in IBM Software means you’ll be part of a team that transforms our customer’s challenges into solutions. Seeking new possibilities and always staying curious, we are a team dedicated to creating the world’s leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career. IBM’s product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive. Your Role And Responsibilities This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions. Provides technical support assistance to clients and/or IBM field support using problem determination/problem source identification skills. Uses technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. Communicates action plans to the client or IBM representative as appropriate. Recommends and implements new or improvements to existing technical support tools, procedures, and processes. May provide training for and mentor others on the team. Contributes to department attainment of organizational objectives and high client satisfaction. Primary Duties Provides technical support assistance to clients and/or IBM field support using problem determination/problem source identification skills. Uses technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. Communicates action plans to the client or IBM representative as appropriate. Recommends and implements new or improvements to existing technical support tools, procedures, and processes. Provide world class customer services to large enterprise users. Investigate and resolve support issues independently and productively. Handle critical customer issues and hot-line support issues independently. Handle urgent customer situation and provide emergency solutions or fixes to customers. Coordinate within the team and across other teams (Developments, Product Management, Sales) for critical customer support issues or escalations independently. Develop Knowledge-Base, procedures and support tools to improve services efficiency Required Technical And Professional Expertise 2+ System-level knowledge on Unix/Linux/Windows Communication and inter-personal skills Experience in problem troubleshooting, analysis, and resolution. Demonstrated productivity and quality results at customer issue handling Preferred Technical And Professional Experience Knowledge of High Performance Computing (HPC), Cluster management, cloud computing. Enterprise level Software experience in Support or Product Development