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
Provide daily support to users of various computer systems including answering questions, analysing problems, and quickly forming solutions to return systems to proper operation
Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
Install and maintain virtual servers, software, to replicate customer reported issues, and install security patches and updates when necessary
Maintain detailed records of daily interactions with customers, reported issues, and completed solution
Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information
Develop training technical notes and troubleshooting procedures to help customer’s support personnel interact properly with software
Create and implement new processes to improve efficiency and customer satisfaction.
 

Required Technical and Professional Expertise
• Customer-driven mindset – you are an advocate for Customers
• Deep progressive IT experience and customer service
• Hands-on experience with Windows and Linux Operating systems (Red Hat Preferred)
• Hands-on experience in network related troubleshooting\\administration\\tools (eg Wireshark)
• Certification in AWS, Azure, VMWare, IBM Cloud is preferred
• Ability to diagnose and troubleshoot technical issues
• Excellent problem-solving, written/verbal communication and presentation skills
• Ability to provide step-by-step technical help, both written and verbal
• Bachelor Degree in Cyber or Technical Field of Study

Preferred Technical and Professional Expertise
• Experience with Security tools such as QRadar, Rational AppScan, Guardium, Trend Micro, McAfee ePO
• Experience with firewalls and intrusion prevention/detection systems including the ability to demonstrate a mature understanding of networking best practices
• Red Hat Admin and/ or OpenShift Certification
• Working knowledge of Python