Technical Support Engineer

hace 3 semanas

San Francisco, Heredia, Costa Rica IBM A tiempo completo

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

Responsible for working collaboratively and individually to solve customer issues in a fast paced, ever changing, and complex environment. Directly responsible for providing timely responses to customers, supporting all components and processes of IBM SevOne NPM new and existing software. The complexity of customer issues is advanced, and a moderate amount of guidance will need to be provided in performing tasks. May be assigned to specific client or client group.

80%

  • Provides accurate and efficient support to IBM SevOne NPM customers within software and operating systems by researching and identifying applicable solutions
  • Provides timely and clear communication to customers
  • Confirms and reports defects to development team once applicable analysis has been completed with customer
  • Develops and writes technical documentation for the IBM SevOne NPM Knowledge Base
  • Support all components and process of the IBM SevOne NPM software
  • Support new and existing client software installations over the chat as well as via WebEx (desktop sharing) within established SLA's and SLO's
  • Responsible for addressing customer issues and seeking resolution and overall customer satisfaction
  • Assist customers in applying OS, DB, product updates

20% Perform other duties as required or directed

Required Technical and Professional Expertise

Education: bachelor's or equivalent experience

Experience:

  • 2 years overall technical support with experience in the following areas:
  • Proficient with Linux OS (file and process management)
  • BASH shell scripting
  • SQL queries (mainly select and joint syntax)
  • Dockers and Kubernetes
  • Fluent English

Skills:

  • Excellent communication skills and strong desire to work with customers (namely network engineers, network managers and server administrators)
  • Exhibit good logical and analytical problem-solving skills
  • Ability to adapt quickly to changing, growth-oriented environment
  • Exhibit and deliver consistent detailed work product results and possess ability to independently see a project through to completion
  • Able to communicate technical information clearly and precisely to customers of varying technical knowledge levels
  • Exhibit initiative with new technical challenges as well as new technologies

Preferred Technical and Professional Expertise

  • Prolonged computer use (viewing a computer screen)
  • Ability to deal with various customer levels
  • Position may require shift work or extended long hours to resolve customer issues
  • Must be able to remain in a stationary position 50%
  • The individual in this position's primary function is to communicate with customers who have inquiries or support issues.
  • Individuals must be able to accurately exchange information and utilize telephone, computer, etc. to resolve issues.

tiene menú contextual

About Business UnitIBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

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 StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.

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.


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