Mq Technical Support Professional

hace 7 horas

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**
This role specializes in performing remote technical support of MQ and MQ Appliance, skills with Linux/Unix and Windows are required. This L2 role provides technical support assistance to customers using problem determination problem source identification skills, responsibilities include problem recreation, diagnosing data dumps/traces, troubleshooting and debugging complex computer systems/solutions to determine a course of action and recommend solutions, and uses technical and negotiation skills in collaboration with other support organizations to prioritize and diagnose problems to resolution. Communicates action plans with the customer or IBM representative as appropriate. Contributes to department attainment of organizational objectives and high customer satisfaction. Document problem solutions within the company knowledge base and manage requests priorities on a daily basis.

As a TSE, you will:

- Provide troubleshooting and technical advice for IBM customers
- Provide technical leadership and guidance to both customers and internal project teams that are geographically distributed
- Code debug modules, write sample code, blogs and review documentation
- Produce coherent knowledge base articles to enable customers to resolve issues without further escalation
- Be part of the team that conceives and delivers new cutting edge customer support offerings
- Provide technical support assistance to clients and/or IBM field support using problem determination/problem source identification skills
- Use technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution
- Communicate action plans to the client or IBM representative as appropriate
- Recommend and implement new or improvements to existing technical support tools, procedures, and processes
- May provide training for and mentor others on the team
- Contribute to department attainment of organizational objectives and high client satisfaction

To be successful, you will need:

- Passion for handling technical challenges and be goal and results oriented
- Proven listening, detail oriented thinking, and creative problem solving skills
- Ability to work in highly collaborative global organization
- Be open to flexible schedule in a 24/7/365 support environment
**Required Technical and Professional Expertise**:

- Hands on experience in JavaScript and other programming or scripting languages
- Communications - written and oral
- Working experience with Unix/Linux
- Customer support or services experience
- Ability to multi-task and problem solving
- Must have significant experience across various areas of the customer support and services and customer facing experience background required.
**Preferred Technical and Professional Expertise**:

- Working experience on iSeries or z/OS is a big plus
- Fluent other additional languages to assist clients in Latin America is a plus
- MQ knowledge or experience and/or other Application Server experience is a plus
- Proven Linux command line and/or system administration skills, windows administration experience a big plus
- In depth experience web development is a definite plus
- An understanding of distributed systems and/or the z/OS platform

**About Business Unit**

Are you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change - to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It's time to define your career.
**About IBM**

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 Statement**

IBM is committed to creating a diverse environment and is proud to be

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