Technical Support Engineer

hace 10 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**
As a L2 Support Engineer you will be an integral part of our WW Support team. You will be involved in supporting IBM QRadar - a Leader in Gartner's Magic Quadrant forSecurity Information and Event Management (SIEM) You will gain exposure to a wide range of Security technologies, working with some of the world's top network and security experts, to expand your knowledge in the ever expanding Cyber Security realm. You will find a challenging role with great personal rewards gained when assisting in solving mission critical situations for some of the largest multinational companies globally. To succeed in this role you must like being challenged. You must be able to understand extremely complex situations and also have the ability to convey complex situations in simple terms. You should be as comfortable talking to an Engineer as to a CISO.

**Your Role and Responsibilities**:

- Provide support to users and quickly forming solutions to return systems to proper operation.
- Use troubleshooting/ debugging techniques and tools to analyze technical problems
- Analyze customer problems and service requests and resolve them within agreed service levels
- Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
- Maintain detailed records of daily interactions with customers, reported issues, and completed solutions.
- Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information.
- Performing in-depth problem diagnosis and creating action plans
- Analyzing traces & logs and performing remote diagnosis
Escalating new defect issues to L3/Development
- Maintaining customer records in IBM problem tracking tools
- Technically owning and managing customer issues through to resolution
**Required Technical and Professional Expertise**:

- Hands-on experience with Linux operating systems (Red Hat Preferred)
- Strong understanding of networking and able to troubleshoot system performance issues.
- Previous experience in a customer facing technical support role
- Ability to diagnose and troubleshoot technical issues
- Excellent problem solving and communication skills
- Ability to provide Step-by-Step technical help, both written and verbal
- English: Fluent
**Preferred Technical and Professional Expertise**
- Certification in AWS, Azure, VMWare, IBM Cloud, LPIC is preferred
- Hands-on Experience with SIEM Technology (Qradar, Splunk, Arcsight)

**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 an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, 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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