Technical Support Engineer

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
We are looking for Software Engineers who are self-starters quick learners and who enjoy working in a challenging fast paced environment. Members of our teamwork with the world’s leading companies in industries including banking commerce insurance social media transportation and governments as they enable their mission critical business applications via the web.

Responsibilities:

• Providing remote technical support assistance to our clients using Problem Determination (PD) and Problem Source Identification (PSI) skills.
• Performing and managing medium to complex production (Technical) support tasks and activities that require beginner to subject matter knowledge regarding application and its functionality.
• 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.
• This position is specifically for Technical Support Engineer candidates who will be part of a worldwide team responsible for diagnosing and troubleshooting appliance hardware software & firmware problems within IBM Automation spanning multiple operating systems virtual and cloud.
• Must be willing to work on a weekend rotation to lead diagnosis of critical customer outages.

Required Technical and Professional Expertise

• Distributed/UNIX/Linux operating systems
• Knowledge of public or private cloud and knowledge of infrastructure and software
• Knowledge of IBM Storage technologies eg. V7000 FS900
• Understanding of Networking
• Knowledge on Compute VMs – VMWare KVM
• Working knowledge of database systems
• Ability to troubleshoot and identify the root cause of issues
• English language skills including read write and speak

Preferred Technical and Professional Expertise

• Communication and customer focus skills – be able to understand customer problems and articulate complex problems
• Bachelors Degree in Computer Science or related field preferred