A career in IBM Software means you’ll be part of a team that transforms our customer’s challenges into solutions.
Seeking new possibilities and always staying curious, we are a team dedicated to creating the world’s leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.
IBM’s product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.
As a Technical Support Professional, you should have experience in a customer-facing leadership capacity. This role necessitates exceptional customer relationship management skills along with a solid technical grasp of the product/s they will support.
The Technical Support Professional is expected to adeptly manage conflicting priorities, thrive under pressure, and autonomously navigate tasks with minimal active guidance. The successful applicant should possess a comprehensive understanding of IBM support, development, and service processes and deliveries. Knowledge of other IBM business procedures and professional training in mediation or conflict resolution would be advantageous.
Your primary responsibilities include:
Direct Problem-Solving Experience: Previous experience in addressing client issues is valuable, along with a demonstrated ability to effectively resolve problems.
Strong Communication Skills: Ability to communicate clearly with both internal and external clients through spoken and written channels.
Business Networking Experience: In-depth experience and understanding of the IBM and/or OEM support organizations, facilitating effective networking and collaboration.
Excellent Coordination, Leadership & Organizational Skills: Exceptional coordination and organizational abilities, capable of leading diverse teams and multitasking within a team-based business network environment. Proficiency in project management is beneficial.
Excellence in Client Service & Client Satisfaction: Personal commitment to pursuing client satisfaction and continuous improvement in the delivery of client problem resolution.
Language Skills: Proficiency in English is required, with fluency in multiple languages considered advantageous.
1-3 years experience supporting development teams
Troubleshooting and Problem Solving Skills:
Abililty to diagnose and resolve technical issues with software, hardware, and IT systems.
Identify the root cause of problems and suggest effective solutions to the user.
Assist users with technical questions and concerns.
Customer Communication and Support:
Communicate clearly and effectively with users, both verbally and in writing.
Provide guidance and instructions on how to use our service tools, resolve operating system problems, and remediate security issues.
Document customer issues for future reference through internal runbooks used and shared with the support team
Technical Skills and Knowledge:
Possess a solid understanding of computer hardware, software, and operating systems.
Windows and Linux Proficiency
Storage LVM, RAID, Filesystem understanding
Basic network knowledge - IP, DNS, DHCP, Subnetting, Routing
Openshift Container Platform Pods,Container basic understanding
3+ years experience supporting development teams
Expert administration skills of Linux and Windows environments.
Excellent communication skills and ability to provide clarity on the resolution.
Proficiency in using in one of the following areas - Docker Containers, Openshift Container Platform, Pod management
General knowledge of networking - Open vSwitch, netplan, SDN, DHCP.
Hands on knowledge of configuring RAID, implementing LVM and managing different filesystems.
Shell, Python or other scripting knowledge.