Technical Support Professional Intern

Introduction

Your Role And Responsibilities

Responsibilities of a Support Engineer include but are not limited to:

• Providing Technical Support for issues reported by IBM Software customers.
• Troubleshooting and analysing customer issues along with going on customer calls if there is a need.
• Managing customer expectations and relationships.
• Setting up test scenarios to replicate problems.
• Composition of knowledge base articles describing issues that have been reported and their resolution.
• Escalating of defects to Internal Development teams for review and administration of communication and fixes between the customer and Development.
• Providing production down weekend support (on rotation) to customers in system down scenarios.
  

Required Technical And Professional Expertise

• Core Java / JEE preferred or any programming language proficiency.
• Strong communication Skills, both written and verbal.
• Ability to work under pressure to deliver solutions to customers.
• Willingness to work in a customer facing role, on a rotational shift model (including weekends).
• Quick learner and ability to pick up new product skills (Both on-prem and cloud).
• Applicants should have the ability to research and understand technical documentation and understanding of how to apply various technical resources.
• Ability to prioritize tasks and efficiently manage time.
• Ability to exercise good judgment and effectiveness in working with a high performing team.
  

Preferred Technical And Professional Experience

• Troubleshooting skills, especially Java code / logs / Database troubleshooting skills (DB2 or Oracle) / Troubleshooting JMS / IBM MQ
• Familiarity with Containers (e.g., Dockers) and Kubernetes. Knowledge on RedHat OpenShift/AWS will be an added advantage.
• Understand and troubleshoot JSON, XML
• Application Servers like WebSphere Liberty, Tomcat, Messaging services IBM MQ, Apache Kafka, ActiveMQ
• Any Database knowledge IBM DB2, Oracle, Cassandra, MongoDB with querying skills (e.g., SQL)
• Basic understanding of Networking Protocols