ACS-Support Engineer-Compute

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
The IBM Cloud Advanced Customer Support team is seeking a ComputeVirtualization Cloud Support engineer with strong technical background that enjoy solving problems and working with customers. As IBM Cloud’s technical support organization qualified candidates will have a passion for helping customers with a determination to improve the overall client experience by quickly identifying and resolving problems.

The ComputeVirtualization Cloud Support Engineer role provides technical support to clients of our infrastructure-based offerings and services. The role requires excellent collaboration with team members other IT organizations key stakeholders and business partners to meet the needs of the business as well as that of our customers.

Responsibilities:

• Diagnose and troubleshoot issues reported by IBM Cloud customers.
• Effectively communicate with customers and partners via phone chat and case regarding technical issues.
• Document and track customer cases from start to finish ensuring customer expectations are properly managed and that technical issues are resolved to the customer’s satisfaction.
• Work with engineering operations and management to diagnose and resolve critical issues.
• Use acquired knowledge to suggest edit and write in-depth Knowledge Base articles.

Required Technical and Professional Expertise

• 2 or more years of experience working directly with customers.
• 3 or more years of experience working in the cloud computing industry with a focus around compute and infrastructure services and VMWare/virtualization products.
• 3 or more years of experience troubleshooting complex issues using problem determination and best practices.
• Bachelor’s degree or equivalent experience in Networking Computer Science Information Technology Electrical/Computer Engineering or a similar field.
• English and Brazilian Portuguese: Fluent

Preferred Technical and Professional Expertise

• 2+ years working in the cloud computing industry with a focus around compute and infrastructure services and VMWare/virtualization products.
• Expert level experience in one or more of these specialized areas:
  • Expert level industry and vendor certifications related to infrastructure offerings
  • Virtualization products such as VMWare Citrix XenServer Hyper-V etc.
  • Provisioning Web servers Web hosting control panels system administration.
  • Hardware Security Modules.
  • Windows Server 2016+
    1. Advanced Troubleshooting of OS and Roles
    2. Active Directory
  • Powershell
  • Linux (CentOS/RedHatUbuntu/Debian SUSE)
  • Bash Scripting/PowerShell
• Experience in one or more of the following areas is preferred:
  • Virtualization products such as VMWare Citrix XenServer Hyper-V etc.
  • VMware product suite including vCenter vSphere vRealize NSX VSAN HCX ESXi.
  • Intermediate knowledge of Operating System Principals.
  • Intermediate knowledge of Server Administration Principals.
  • Various filesystems (NTFS ext3/4 xfs) and how to interact at/troubleshoot them
  • Intermediate knowledge of Server Hardware troubleshooting Principals.