Technical support specialist

Job description

Introduction
Technical Support Specialist at IBM are the backbone of our strategic initiatives to support various IBM Products and provide industry-leading solutions that make the world run today - planes and trains take off on time, bank transactions complete in the blink of an eye and the world remains safe because of the work. Whether you are working on projects internally or for a client, software support is critical to the success of IBM and our clients worldwide. At IBM, you will use the latest software tools, techniques and approaches and work with leading minds in the industry to build solutions you can be proud of.
Focus on the role, not on IBM or business unit.
Candidates can learn about the company from places other than the Job Description; tell them about the role and WHY they should want it.

Your Role and Responsibilities
Responsibilities mainly (but not limited to) include:
·  Working with System Administrators and Developers for the world’s leading companies in industries including banking, commerce, insurance, social media, transportation, and governments.
·  Providing remote technical support assistance to our clients using Problem Determination (PD) and Problem Source Identification (PSI) skills, by interpreting product traces and logs, to solve complex technical problems.
·  In addition to determining recommendations for problem resolution, our engineers communicate action plans to our clients to ensure that the client is satisfied with steps towards resolution or the problem's root cause
·  Our engineers continually flex their technology skills through driving problem resolution using improvements to existing and/or new technical support tools and procedures which can often include examining source code, providing feedback to development for product improvement, creating test cases, creating tools or providing debug modules to our clients.
·  Working on weekend/off-shift hours as Business demand

Required Technical and Professional Expertise

·  Qualification in Information Technology.
·  Excellent communication and soft skills.
·  Highly organised.
·  Ability to perform administrative tasks and adhere to process.
·  Software troubleshooting and diagnostics.

Preferred Technical and Professional Expertise

·  Master's Degree in Information Technology.
·  Experience in problem analysis by recreating problems and/or utilising system dumps and traces.
·  Knowledge in Distributed/UNIX/Linux operating systems diagnosis and debugging.
·  Knowledge in Java diagnosis and debugging technologies.
·  Experience in Application and Web Server administration and implementation (including related technologies, e.g.: XML, Connectors, EJB, JSP, Servlets, Security, and Web services).
·  Experience in customer support processes.