Introduction
At IBM, work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so, lets talk.
Your Role and Responsibilities
This role specializes in performing remote technical support of MQ and MQ Appliance, skills with Linux/Unix and Windows are required. This L2 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.
As a TSE, you will:
• Provide troubleshooting and technical advice for IBM customers
• Provide technical leadership and guidance to both customers and internal project teams that are geographically distributed
• Code debug modules, write sample code, blogs and review documentation
• Produce coherent knowledge base articles to enable customers to resolve issues without further escalation
• Be part of the team that conceives and delivers new cutting edge customer support offerings
• Provide technical support assistance to clients and/or IBM field support using problem determination/problem source identification skills
• Use technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution
• Communicate action plans to the client or IBM representative as appropriate
• Recommend and implement new or improvements to existing technical support tools, procedures, and processes
• May provide training for and mentor others on the team
• Contribute to department attainment of organizational objectives and high client satisfaction
To be successful, you will need:
• Passion for handling technical challenges and be goal and results oriented
• Excellent communication skills and technical knowledge to advise and lead customers who are developing enterprise mobile applications
• Proven listening, detail oriented thinking, and creative problem solving skills
• Ability to work in highly collaborative global organization
• Be open to flexible schedule in a 24/7/365 support environment
Required Technical and Professional Expertise
• Hands on experience in JavaScript and other programming or scripting languages
• Communications – written and oral
• Working experience with Unix/Linux
• Customer support or services experience
• Ability to multi-task and problem solving
Education/Experience
• Degree: Bachelors degree or equivalent experience
• Field of study: Computer Science/Communication /Electronic engineering etc
• Experience: Must have significant experience across various areas of the customer support and services and customer facing experience background required.
Preferred Technical and Professional Expertise
• Working experience on iSeries or z/OS is a big plus
• Fluent in English, other additional languages to assist clients in EMEA is a plus
• MQ knowledge or experience and/or other Application Server experience is a plus
• Proven Linux command line and/or system administration skills, windows administration experience a big plus
• In depth experience web development is a definite plus
• Some understanding of application servers, networking, and diagnostic approach
• An understanding of distributed systems and/or the z/OS platform and Mainframe and z/OS is helpful
• In depth experience of eCommerce application development is a definite plus
