Passer au contenu
Introduction

IBM Automation Integration labs are looking for a Technical Support Engineer (TSE) who loves working with high performing teams, wants to work with cutting edge technology, and thrives on helping customers become successful with MQ projects.

In this role you will have an opportunity to make a big impact by helping build and lead a global support team that excels in delighting our customers, many are the world's largest clients rely on MQ:

• 85% of the Fortune 100
• 98 of the top 100 global banks
• 8 of the top 10 global manufacturers
• 9 of the top 10 global healthcare
• 6 of the top 10 global retailers
• 9 of the world’s top 10 global airlines
• 9 of the top 10 global insurance
• 9 of the top 10 global IT services

This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions which brings the strength and dependency of IBM MQ software, enabling data to be moved anywhere, creating a complete and consistent solution.

Votre rôle et vos responsabilités

This role specializes in performing remote technical support of MQ and MQ Appliance, skills with Linux/Unix and Windows are required.
This role provides technical support assistance to customers using problem determination/problem source identification skills, responsibilities include problem recreation, diagnosing data dumps/traces, troubleshooting and debugging complex computer systems/solutions to determine a course of action and recommend solutions, and uses technical and negotiation skills in collaboration with other support organizations to prioritize and diagnose problems to resolution. Communicates action plans with the customer or IBM representative as appropriate. Contributes to department attainment of organizational objectives and high customer satisfaction. Document problem solutions within the company knowledge base and manage requests priorities on a daily basis.

Our customer is worldwide based (America, EMEA, LA, AP, etc.,), the candidate must be a self-starter, quick learner, and enjoy working in a challenging, fast paced environment, some early shift, late shift and weekend and /or holiday duty work is required.

As a TSE, you will:

  • Provide troubleshooting and technical advice for IBM customers
  • Provide technical leadership and guidance to both customers and internal project teams that are geographically distributed
  • Code debug modules, write sample code, blogs and review documentation
  • Produce coherent knowledge base articles to enable customers to resolve issues without further escalation
  • Be part of the team that conceives and delivers new cutting edge customer support offerings
  • Provide technical support assistance to clients and/or IBM field support using problem determination/problem source identification skills
  • Use technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution
  • Communicate action plans to the client or IBM representative as appropriate
  • Recommend and implement new or improvements to existing technical support tools, procedures, and processes
  • May provide training for and mentor others on the team
  • Contribute to department attainment of organizational objectives and high client satisfaction

To be successful, you will need:

  • Passion for handling technical challenges and be goal and results oriented
  • Excellent communication skills and technical knowledge to advise and lead customers who are developing enterprise mobile applications
  • Proven listening, detail oriented thinking, and creative problem solving skills
  • Ability to work in highly collaborative global organization
  • Be open to flexible schedule in a 24/7/365 support environment
  

 

 

Formation requise
Licence
Formation préférée
Licence
Expertise professionnelle et technique requise
  • Communications - written and oral
  • Working experience with Unix/Linux 
  • Working experience on iSeries is a big plus
  • Leadership
  • Customer support or services experience 
  • Ownership and responsibility
  • Teamwork
  • Dependability
  • Ability to multi-task and problem solving
  • Fluent in English
  • MQ knowledge or experience and/or other Application Server experience is a plus

    Education/Experience
  • Degree: Bachelors degree or equivalent experience
  • Field of study: Computer Science/Communication /Electronic engineering etc
  • Experience: Must have significant experience across various areas of the customer support and services and customer facing experience background required.
Expertise professionnelle et technique préférée
  • Preferred to have fluency in both English and Chinese.
  • Mainframe expertise is a plus.

À propos de la Business Unit

IBM Software insuffle de l'intelligence dans les opérations métier de base, de l'apprentissage automatique à l'IA générative, afin d'aider les organisations à être plus réactives, plus productives et plus résilientes. IBM Software aide ses clients à mettre l'IA en action dès maintenant pour créer une valeur réelle avec confiance, rapidité et assurance dans les domaines du travail numérique, de l'automatisation informatique, de la modernisation des applications, de la sécurité et du développement durable. La capacité d'utiliser toutes les données est essentielle à cet égard, car l'IA ne vaut que ce que valent les données qui l'alimentent. Dans la plupart des organisations, les données sont réparties entre plusieurs clouds, sur site, dans des centres de données privés et à la périphérie. La plateforme d'IA et de données d'IBM met à l'échelle et accélère l'impact de l'IA avec des données fiables, et fournit des capacités de pointe pour entraîner, régler et déployer l'IA dans l'ensemble de l'entreprise. La plateforme cloud hybride d'IBM est l'une des approches les plus complètes et les plus cohérentes en matière de développement, de sécurité et d'opérations dans les environnements hybrides : une base flexible pour exploiter les données, où qu'elles se trouvent, afin d'étendre l'IA au coeur de l'entreprise.

VOTRE VIE CHEZ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

À propos d'IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

 

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.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Autres détails pertinents sur le poste

For additional information about location requirements, please discuss with the recruiter following submission of your application.