Technical Support Professional

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
As a Sustainability Software Support Engineer, you will apply deep product expertise and skills in supporting our global clients on IBM Sustainability Software products with primary focus on Maximo Application Suite (MAS)/Maximo Asset Management.
Our Maximo Support team is looking for you to join us as a Technical Support Engineer.
This position provides the opportunity to work in a high growth area in the IBM Sustainability Software Organization. The successful candidate will work with our world class Maximo Enterprise Asset Management and Maximo Application Suite products, providing remote debugging and resolution to our clients world-wide, with focus on Asia Pacific, Europe, Middle East, and Africa.
The role provides technical support assistance directly (remote sessions / phone/ live chat / cognitive support platform) to clients, using problem determination and analytical skills. We use technical and negotiations skills in collaboration with other (support) organizations to prioritize and work problems to resolution. This role may also require the candidates to work for Asia Pacific or EMEA Shift timings and provide Weekend support (either Saturday/Sunday or both the days) depending on the business requirements.
You will be involved in the following:
·  Own customer relationships and technical solutions on large scale enterprise environments.
·  You will develop, document, and communicate action plans to clients and IBM teams as appropriate.
·  Look for avenues to recommend, or implement, new solutions or improvements to existing technical support tools, procedures, or processes.
·  Collaborate with other support and development teams to find a solution.
·  Communicate with the client regularly and keep them updated of the status and progress.
·  Participate in department objectives such as building the knowledge base (writing technical content and social media contributions), improving serviceability, mentoring team members, and contributing to high customer satisfaction. The team takes pride in the success of our clients. We jump on remote session, join conference calls, work on cases and yes, we constantly adapt our ways to our clients’ expectation: This is the way how we surprise and deliver an exceptional support experience.
This job might be for you if:
·  You like a buzzing environment with some 100 different things coming your way.
·  You are excited to learn about new technologies and products, as well as develop deep skills.
·  Juggling priorities and coordinating workload with your peers comes easy to you and you are patient, level-headed and cool under pressure.
·  You are motivated and driven and you enjoy solving problems.
·  You think on your feet and volunteer for new challenges without waiting to be asked.
·  You value the work in the team and you like helping people.
·  You communicate clearly, have fun connecting with our customers via video conference calls, online chats, emails or phone calls and you excel when you capture complex aspects in simple words that anyone can understand.

Required Technical and Professional Expertise

·  1-4 years of experience.
·  Hands-on experience and knowledge with Maximo Asset Management/MAS products.
·  Good spoken and written communication skills along with ability to collaborate with the team and act as a team player.
·  Self-motivated towards meeting agreed goals.
·  Good or Basic understanding / knowledge of Cloud technologies (Red Hat OpenShift / Kubernetes / Docker etc.) and Databases, including MongoDB, DB2, Oracle, SQL Server.

Preferred Technical and Professional Expertise
You will make a great addition to our team if you have great skills in some of the following (and maybe even experience in supporting):
·  Windows and Linux/Unix operating systems.
·  Java, Ansible.
·  Mobile Technologies.
·  Maximo Application Suite / Maximo Asset Management.
·  Understanding of the application development projects.
·  Working knowledge or understanding of web technologies and/or data analytics.