Compute Cloud Support Engineer

Introduction
The IBM Cloud team supports clients who deliver mission critical processes and leverage the latest innovations in the Cloud catalogue. The team supports a combination of Public Hybrid and Multicloud clients who are utilizing the flexibility of IBM Cloud to build and run their business anywhere. IBM Cloud allows deployment on multiple clouds (IBM AWS Azure or Google) and systems (IBM Z® IBM Power® or x86). Public cloud with industry-specific requirements and Watsonx.

Your Role and Responsibilities
As a Compute Cloud Support Engineer you will provide technical support to clients of our infrastructure-based offerings and services. You will work in close collaboration with team members other IT organizations key stakeholders and business partners to meet the needs of the business as well as that of the customers.

Key responsibilities:
Diagnose and troubleshoot issues reported by IBM Cloud customers
Drive effective communication 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
Engage with engineering operations and management to diagnose and resolve critical issues
Utilize acquired knowledge to suggest edit and write in-depth Knowledge Base articles

This position requires working one weekend day e.g. Tuesday to Saturday and onsite 3 days per week at our Mulhuddart location in Dublin.

Required Technical and Professional Expertise

• Demonstrated track record of working directly with customers
• Experience administering Linux & Windows
• Strong ability troubleshooting complex issues

Preferred Technical and Professional Expertise

• Vendor certifications related to infrastructure offerings
• Expertise and hands-on experience in Virtualization products