Technical Support Engineer @ IBM

 JOB ID: 513988BR

Responsibilities mainly (but not limited to) include:

• Working with System Administrators and Developers for the world’s leading companies in industries including banking, commerce, insurance, social media, transportation, and governments.
• Providing remote technical support assistance to our clients using Problem Determination (PD) and Problem Source Identification (PSI) skills, by interpreting product traces and logs, to solve complex technical problems.
• In addition to determining recommendations for problem resolution, our engineers communicate action plans to our clients to ensure that the client is satisfied with steps towards resolution or the problem's root cause
• Our engineers continually flex their technology skills through driving problem resolution using improvements to existing and/or new technical support tools and procedures which can often include examining source code, providing feedback to development for product improvement, creating test cases, creating tools or providing debug modules to our clients.

Who You Are:

• You are highly motivated, have a passion for technology, and a curiosity to continually learn.
• You thrive on collaboration, working side by side with people of all backgrounds and disciplines, can flexibly prioritise work, and you have strong verbal and written communication skills.
• You are great at debugging, troubleshooting, designing and implementing solutions to complex technical issues to deliver quality solutions and experiences.
• You have basic understanding of software development and programming languages.

Must be willing to work on a weekend rotation to lead diagnosis of critical customer outages.

Required Technical and Professional Expertise

• 0-4 years of experience is required.
• Qualification in Information Technology
• Excellent communication and soft skills
• Highly organised
• Ability to perform administrative tasks and adhere to process
• Software troubleshooting and diagnostics

Preferred Technical and Professional Experience

• Master's Degree in Information Technology
• Experience in problem analysis by recreating problems and/or utilising system dumps and traces
• Knowledge in Distributed/UNIX/Linux operating systems diagnosis and debugging
• Knowledge in Java diagnosis and debugging technologies
• Experience in Application and Web Server administration and implementation (including related technologies, e.g.: XML, Connectors, EJB, JSP, Servlets, Security, and Web services)
• Experience in customer support processes

Required Education: Bachelor's Degree

Preferred Education: Master's Degree 

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