Technical Support Professional

Introduction

Software Support Agents at IBM are the backbone of our IBM Software Support Team.We work with industry-leading solutions that make the world run today - planes and trains take off on time, bank transactions complete in the blink of an eye and the world remains safe because of the work our software engineers do. Whether you are working on projects internally or for a client, software development is critical to the success of IBM and our clients worldwide. At IBM, you will use the latest technologies, software development tools, techniques and approaches and work with leading minds in the industry to build solutions you can be proud of.

Your Role And Responsibilities

This 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

• 10 plus 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

Skills Required

Unix, Iseries, Linux, Application Server, Windows, z os