Technical Support Professional: Software

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
-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 the isolation of a problem cause (which includes interpreting traces and dumps)
-Synergistically work with Development Engineers for knowledge transfer and code improvement
-Partner with other support teams and service units to provide seamless problem resolution that leads to delightful client perceptions
-Demonstrate proficiency in the products supported by maintaining applicable technical certifications
-Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction
-Demonstrate excellent oral and written communication skills
-Provide weekend cover on a rota so the organization can provide 24x7 support coverage

Required Technical and Professional Expertise

• Bachelor's Degree in Engineering, Computing or Computer Science.
• At least 2-years experience in Operating systems (Windows/Linux/UNIX) administration and troubleshooting
• At least 2-years experience in Problem-solving technical software issues
• At least 1-years experience in Computer Networks and Communications
• At least 1-years experience in OpenShift Container Platform/Kubernetes/Docker
• English: Fluent

Preferred Technical and Professional Expertise

• Master's degree in Computer Science/Networks & Communications or other related fields.
• Preferably 2-years experience with Application Performance Management concepts and products
• Preferably 2-year experience with OpenShift Container Platform/Kubernetes/Docker.