Technical 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
This role specializes in performing and enabling technical support for IBM Business Automation. Successful candidates will provide technical support assistance to customers using problem determination / problem source identification skills. They will utilize technical and negotiation skills in collaboration with development and other support organizations. This includes recommending and implementing improvements to existing technical support tools, procedures, and processes, contributing to department goals and attaining organizational objectives through high customer satisfaction.

Responsibilities
·  Provide technical support assistance to customers using problem determination/problem source identification skills.
·  Communicate action plans to the customer or IBM representative as appropriate.
·  Work closely with clients as leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance.
·  Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces).
·  Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.
·  Partner with other support teams and service units to provide seamless problem resolution that lead to delightful client perceptions, utilizing technical and negotiation skills.
·  Recommend and implement new or improvements to existing technical support tools, procedures and processes.
·  Contribute to department attainment of organizational objectives and high customer satisfaction.
·  Demonstrate proficiency in the products supported by maintaining applicable technical certifications.
·  May provide training for and mentorship for others on the team.
·  Demonstrate excellent verbal and written communication skills.

Required Technical and Professional Expertise

·  Basic knowledge in Operating system administration (Windows, Linux)
·  Basic knowledge in database administration (DB2, Oracle, MS SQL)
·  English: Fluent in speaking and writing
·  Analytical thinking, structured problem-solving techniques
·  Strong positive customer service attitude with sensitivity to client satisfaction.
·  Must be a self-starter, quick learner, and enjoy working in a challenging, fast paced environment.
·  Strong analytical and troubleshooting skills, including problem recreation, analysing logs and traces, debugging complex issues to determine a course of action and recommend solutions.

Preferred Technical and Professional Expertise

·  Master's Degree in Information Technology
·  Basic knowledge of process/data mining
·  Basic knowledge of LDAP
·  Knowledge with Apache Flink and Kafka
·  Knowledge with Elastic Search
·  Knowledge with Kibana
·  Knowledge with Containerization and Kubernetes
·  Knowledge with OpenShift
·  Knowledge with scripting (including Python, JavaScript)
·  Knowledge with products of IBM's Business Automation Product Family
·  Knowledge with Process/Data Mining