IBM Technical Support Engineer 

Costa Rica 

170050800

80%
* Provides accurate and efficient support to IBM SevOne NPM customers within software and operating systems by researching and identifying applicable solutions
* Provides timely and clear communication to customers
* Confirms and reports defects to development team once applicable analysis has been completed with customer
* Develops and writes technical documentation for the IBM SevOne NPM Knowledge Base
* Support all components and process of the IBM SevOne NPM software
* Support new and existing client software installations over the chat as well as via WebEx (desktop sharing) within established SLA’s and SLO’s
* Responsible for addressing customer issues and seeking resolution and overall customer satisfaction
* Assist customers in applying OS, DB, product updates

20% Perform other duties as required or directed
Education: bachelor’s or equivalent experience
Experience:
* 2 years overall technical support with experience in the following areas:
* Proficient with Linux OS (file and process management)
* BASH shell scripting
* SQL queries (mainly select and joint syntax)
* Dockers and Kubernetes
* Fluent English
Skills:
* Excellent communication skills and strong desire to work with customers (namely network engineers, network managers and server administrators)
* Exhibit good logical and analytical problem-solving skills
* Ability to adapt quickly to changing, growth-oriented environment
* Exhibit and deliver consistent detailed work product results and possess ability to independently see a project through to completion
* Able to communicate technical information clearly and precisely to customers of varying technical knowledge levels
* Exhibit initiative with new technical challenges as well as new technologies
* Prolonged computer use (viewing a computer screen)
* Ability to deal with various customer levels
* Position may require shift work or extended long hours to resolve customer issues
* Must be able to remain in a stationary position 50%
* The individual in this position’s primary function is to communicate with customers who have inquiries or support issues.
* Individuals must be able to accurately exchange information and utilize telephone, computer, etc. to resolve issues.
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