Technical Support Professional

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

• 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.
• Must be willing to work on a weekend rotation to lead diagnosis of critical customer outages.

• You are highly motivated have a passion for technology and a curiosity to continually learn.
• You thrive on collaboration working side by side with people of all backgrounds and disciplines can flexibly prioritise work and you have strong verbal and written communication skills.
• You are great at debugging troubleshooting designing and implementing solutions to complex technical issues to deliver quality solutions and experiences.
• You have basic understanding of software development and programming languages.

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

• Bachelor’s Degree in Information Technology.
• Experience in problem analysis by recreating problems and/or utilizing system dumps and traces.