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 education
Bachelor's Degree
Required technical and professional expertise
- Minimum 6+Years of Experience required.
- Bachelor's Degree 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 handlin Support Positions - additional datapoints on skillset requiered1.Strong technical foundation in Linux and Windows. It's hard to train a candidate in both Linux, Windows and Spectrum products. 2.Demonstrated examples showing how a candidate has picked up and owned a skill.3.Great communication skills, since this is a customer facing role. 4.Also, our teams are so remote and spread out, so this is essential!Experience or exposure to HPC is a big plus, but we can relax on this for lower bands.
Preferred technical and professional experience
- 1). Experience of using github to manage source code 2). Good communication (verbal and written) and interpersonal skills 3). UX and UI Design experience is an asset. 4). Knowledge and experience of IBM Websphere, Webpack, Spring framework are highly desired 5). experience of scikit-learn and pandas for data processing, prediction and inferencing 6). Knowledge and experience of IBM Watson Machine Learning is highly desired 7). Knowledge of IBM Spectrum LSF is desired
