SaaS Support Engineer

Job description

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
In this role, you will work directly with the customer’s IT management and/or First Level Support to integrate and troubleshoot MaaS360. You will also work closely with different groups in our organization to help customer lifecycle management, collaborate with our R&D organization to improve our product by providing feedback on customer needs/requirements, and help our sales organization achieve successful customer engagements.

Required Technical and Professional Expertise

·  At least 1 year of technical support experience troubleshooting complex issues primarily related to software or web-based solutions. 2 Plus years of related experience.
·  Demonstrated hands-on experience with smartphones, tablets, and laptops in a business environment.
·  Experience with Azure or Office365 a plus

Preferred Technical and Professional Expertise

·  Accurately define incidents, problems, and events in the trouble ticketing system.
·  Develop, update, and/or maintain standard operating procedures (SOPs).
·  Design capabilities to find solutions to less common and more complex system problems.
·  Understanding of system administration concepts for operating systems such as macOS, iOS, Android and Windows.
·  Deliver technical training to educate others or meet customer needs.
·  Knowledge of Cloud-based knowledge management technologies and concepts related to security, governance, procurement, and administration.
·  Working as an IT administrator and operating within a ticketing system.
·  Good understanding of various operating systems; Android, iOS, macOS and Windows (Home, Enterprise and Server).
·  Experience in testing and troubleshooting across previously mentioned technical domains.
·  Previous experience supporting internal and external customers, with passion and ability to educate and train them on their new MDM solutions.