This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions. Provides technical support assistance to clients and/or IBM field support (SSRs) using problem determination/problem source identification skills. Uses technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. Communicates action plans to the client or IBM representative as appropriate. Recommends and implements new or improvements to existing technical support tools, procedures, and processes. May provide training for and mentor others on the team. Contributes to department attainment of organizational objectives and high client satisfaction. The employee focuses on individual/team objectives and development of professional effectiveness.
Professional knowledge related to incumbent's position, team, and department. Requires ability to absorb professional knowledge quickly and develop skills.
Draw upon professional concepts to collaborate with others to carry out assigned duties. Negotiation is required.
Recognize job-related problems. analyze causes using existing techniques or tools, prepare and recommend solution alternatives. Challenge the validity of given procedures and processes with the intent to enhance and improve.
Works on professional projects;work is often reviewed for developmental purposes.
Understand the standard mission of the professional group and vision in own area of competence. May directly influence people in own project. Position may require coordination of activities of less experienced or less knowledgeable team members.
Impact on Business/Scope:
Accountable for individual or team results. May contribute by supporting activities that are subject to business measurements, impact customer
satisfaction, or impact immediate costs or expenses.
Required Technical and Professional Expertise
Unix System Administrator: Unix Admin Commands, Vi or other editor, Shell Script. DBA (Preferred DB2): DB2+Unix interface, Basic SQL experience, Use of other Query tools. Experience in support teams, working with Tickets and SLAs for problem resolution
Preferred Tech and Prof Experience
DevOps Tools, Containers, Kubernetes
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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.