Technical Support Specialist
hace 2 meses
At IBM, we're committed to building a better world through technology and innovation. As a Technical Support Specialist, you'll play a critical role in helping our customers achieve their goals by providing expert technical support and guidance.
Your Role and Responsibilities
As a member of our IBM Security Support team, you'll be responsible for assisting our customers in the deployment of ReaQta by providing planning, implementation, configuration, and optimization services. You'll work closely with our customers to understand their needs and provide tailored solutions to meet their requirements.
Key Responsibilities:
- Provide technical engineering support to resolve customer issues through diagnostics, performance optimization, security incident analysis, and solution/partner recommendations.
- Perform proof of concept solution validation and complex issue reproduction while interfacing with engineering, product management, and quality assurance teams.
- Work with customer account teams to ensure total customer satisfaction by representing our customers' needs and requirements to product management and engineering.
- Build software tools and training materials to assist our customers in expanding their deployment and knowledge base.
- Interface with customers on an ongoing basis to identify problems and communicate progress and resolution while maintaining a high sense of urgency and timely escalation.
Requirements
To be successful in this role, you'll need:
- English fluency (verbal and written)
- Hands-on experience with Linux operating systems
- Minimum 1-2 years of experience in Windows Administration
- Strong understanding of Networking administration
- A passion for customer support
- Previous experience in a customer-facing technical support role
- Ability to diagnose and troubleshoot technical issues
- Ability to provide step-by-step technical help both written and verbal
Preferred Qualifications
We're looking for candidates with:
- An understanding of high-level security concepts/terminology
- Powershell/Scripting capabilities
- RHCSA certification
At IBM, we're committed to creating a workplace where everyone can thrive. We believe in the importance of diversity, equity, and inclusion, and we're dedicated to creating a culture that values and celebrates individual differences.
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