Software Support Intern

hace 1 semana

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**

Assist the AIOps senior engineers that provides technical support assistance directly (phone/live chat / cognitive support platform) to clients using problem determination and technical analytical skills. We use technical and negotiations skills in collaboration with other support organizations to prioritize and work problems to resolution. You will shadow our engineers on the following responsibilities:

- Take ownership of customer issues and see problems through to resolution
- Assist in managing customer escalations and be comfortable participating in customer facing meetings on short notice
- Research, diagnose, troubleshoot and identify solutions to resolve customer issue
- Analytical thinking and problem-solving skills as a go-getter with a lot of intellectual curiosity
- Reproduce customer environments and test and validate fixes and workarounds
- Act as a liaison between customers, technical pre-sales, sales teams and the product development team
- Effectively communicate customer feedback and feature requirements to Engineering and Product Management
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers
- Ensure proper recording and tracking of all issues in our ticketing system from open to resolution
- Identify commonly asked questions and generate knowledge base articles based on this content
- Support and develop support engineers by providing advice, coaching and educational opportunities

**Required Technical and Professional Expertise**
- Knowledge of Linux systems
- Fluent English skills.

**Preferred Technical and Professional Expertise**
- Knowledge of Virtualization technologies experience (VMWare, VirtualBox, Hyper-V)
- Have knowledge & understanding of networking concepts around - OSI Model, WAN, LAN, VLAN etc.,
- Exposure to Security, ACLs, TCP/IP, Network Protocols, SNMP, FLOW
- Knowledge in one or more scripting or language skills such as shell, python, ansible
- Cloud infrastructure experience, ideally in AWS or Azure
- Kubernetes - Understanding of Kubernetes and AKS or EKS or OpenShift. Expectation is that you have knowledge on specifics like IAM Roles and Policies, Kubernetes Networking, ClusterNodes and more
- Linux CLI - Good experience with Linux CLI. For example, be able to browse through log files, and search log files while on a customer environment.
- Public Cloud - Used Amazon Web Services or Azure to deploy VMs, have understanding of the different parts of the User interface does. For example, have some knowledge on what is a StorageAccount, IAM Roles, Account Trust, Azure Active Directory, App Registration and more.
- Strong analytical and problem-solving skills
- Analytical thinking and problem solving skills, Familiarity with AI.
- Containerization exposure within Docker ideally.
- Understanding of Cloud technologies, OpenShift / Kubernetes, Ideally OCP and Operators.
- Understanding of Windows and Linux/Unix operating systems, Machine learning skills.

**About Business Unit**

In 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?

This job requires you to provide your COVID-19 vaccination status with supporting documentation, where legally permissible.

**About IBM**

Restlessly reinventing since 1911, we are not

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