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 remote technical support of MQ and MQ Appliance, skills with Linux/Unix and Windows are required. This L2 role provides technical support assistance to customers using problem determination problem source identification skills, responsibilities include problem recreation, diagnosing data dumps/traces, troubleshooting and debugging complex computer systems/solutions to determine a course of action and recommend solutions, and uses technical and negotiation skills in collaboration with other support organizations to prioritize and diagnose problems to resolution. Communicates action plans with the customer or IBM representative as appropriate. Contributes to department attainment of organizational objectives and high customer satisfaction. Document problem solutions within the company knowledge base and manage requests priorities on a daily basis.
As a TSE, you will:
Provide troubleshooting and technical advice for IBM customers
Provide technical leadership and guidance to both customers and internal project teams that are geographically distributed
Code debug modules, write sample code, blogs and review documentation
Produce coherent knowledge base articles to enable customers to resolve issues without further escalation
Be part of the team that conceives and delivers new cutting edge customer support offerings
Provide technical support assistance to clients and/or IBM field support using problem determination/problem source identification skills
Use technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution
Communicate action plans to the client or IBM representative as appropriate
Recommend and implement new or improvements to existing technical support tools, procedures, and processes
May provide training for and mentor others on the team
Contribute to department attainment of organizational objectives and high client satisfaction
To be successful, you will need:
Passion for handling technical challenges and be goal and results oriented
Excellent communication skills and technical knowledge to advise and lead customers who are developing enterprise mobile applications
Proven listening, detail oriented thinking, and creative problem solving skills
Ability to work in highly collaborative global organization
Be open to flexible schedule in a 24/7/365 support environment
Required Technical and Professional Expertise
Communications – written and oral
Working experience with Unix/Linux
Customer support or services experience
Ability to multi-task and problem solving
Degree: Bachelors degree or equivalent experience
Field of study: Computer Science/Communication /Electronic engineering etc
Experience: Must have significant experience across various areas of the customer support and services and customer facing experience background required.
Preferred Technical and Professional Expertise
Working experience on iSeries or z/OS is a big plus
Fluent in English, other additional languages to assist clients in EMEA is a plus
MQ knowledge or experience and/or other Application Server experience is a plus
Proven Linux command line and/or system administration skills, windows administration experience a big plus
In depth experience web development is a definite plus
Some understanding of application servers, networking, and diagnostic approach
In depth experience of eCommerce application development is a definite plus
About Business UnitIBM’s Cloud and Cognitive software business is committed to bringing the power of IBM’s Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environments-with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners.
Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
About IBMIBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
Location StatementIBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly. If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.
Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.