Mq-z - Support

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

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

What we look for:

- Hands on experience in JavaScript and other programming or scripting languages
- 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 or the z/OS platform is helpful

ACE L2 support engineer job description:
This role specializes in performing remote technical support of App Connect, skills with Linux/Unix and Windows are required, This role provides Enterprise 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.

Skills and abilities

The following skills are necessary for this job. Each skill has been assigned a requested proficiency level by hiring manager.

Communications - written and oral

Required Technical and Professional Expertise

Working experience with Unix/Linux

Leadership

Customer support or services experience

Ownership and responsibility

Teamwork

Dependability

Ability to multi-task and problem solving

Fluent in English

Education/Experience

Degree: Bachelors degree or equivalent experience

Field of study: Computer Science/Communication /Electronic engineering etc

English: Fluent. IBM Software Support is looking for a Technical Support Engineer (TSE) who loves working with high performing teams, wants to work with cutting edge technology, and thrives on helping customers become successful with support projects.

In this role you will have an opportunity to make a big impact by helping build and lead a global support team that excels in delighting our customers.

This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions.

Preferred Technical and Professional Expertise

Education/Experience

Degree: Bachelors degree or equivalent experience

Field of study: Computer Science/Communication /Electronic engineering etc

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