Technical Support Professional

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

Your Role and ResponsibilitiesThis role specializes in performing remote technical support of IBM Products, skills with Linux/Unix and Windows are required. This role provides technical support assistance to customers using problem determination problem source identification skills, responsibilities include problem recreation, diagnosing data dumps/traces, troubleshooting and debugging complex computer systems/solutions to determine a course of action and recommend solutions, and uses technical and negotiation skills in collaboration with other support organizations to prioritize and diagnose problems to resolution. Communicates action plans with the customer or IBM representative as appropriate. Contributes to department attainment of organizational objectives and high customer satisfaction. Document problem solutions within the company knowledge base and manage requests priorities on a daily basis

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

• 3 - 8 years of relevant industry experience
• Proven communication skill
• Working experience with Unix/Linux
• Working experience on iSeries or z/OS is a big plus
• Customer support or services experience
• Ability to multi-task and problem solving
• Fluent in English, other additional languages to assist clients in China/India is a plus
• IBM Product knowledge in MQ or experience and/or other Application Server experience is a plus
  

Preferred Technical And Professional Experience

Must have significant experience across various areas of the customer support and services and customer facing experience background required.