IBM Technical Support Engineer 

India, Karnataka, Bengaluru 

322672560

• Provide remote troubleshooting and analysis assistance for usage and configuration questions
• Review diagnostic information to assist in isolation of a problem cause (which could include assistance interpreting traces and dumps)
• Identify known defects and fixes to resolve problems
• Develops best practice articles and support utilities to improve support quality and productivity
• Respond to escalated customer calls, complaints, and queries
• The job will require flexible schedule to ensure 24×7 support operations and weekend on-call coverage, including extending/taking shift to cover North America working hours.

Required Technical and Professional Expertise

• ECM platforms knowledge such as SharePoint, FileNet, Email, Documents would be a plus.
• Understanding of ECM architecture, features & capabilities including document management, records management, workflow automation and collaborative tools.
• Understanding of database management systems (DBMS) commonly used with ECM systems such as IBMDB2, Microsoft SQL Server, Oracle, MySQL, or PostgreSQL.
• Basic understanding of web development technologies (HTML, CSS, JavaScript) for customizing ECM interfaces and extending functionalities.
• Strong analytical and problem-solving skills to diagnose and resolve technical issues within ECM systems.
• Familiarity with troubleshooting tools and techniques for identifying root causes of problems, such as log analysis, performance monitoring, and debugging.
• Familiarity with Java based application server such as WebSphere Application Server and WebSphere Liberty would be a great advantage.
• Understanding the essential components of modern IT infrastructure of LDAP protocol and load balancing technique.

Preferred Technical and Professional Expertise
Problem Solving:

• Strong analytical and problem-solving skills to diagnose and resolve technical issues promptly.
• Ability to think critically and creatively to develop innovative solutions.

Customer Service Skills:

• Excellent communication skills, both verbal and written, to effectively communicate technical information to non-technical users.
• Patience and empathy when dealing with customers who may be frustrated or unfamiliar with technical concepts.
• Ability to manage and prioritize multiple support requests efficiently.

Documentation:

• Capability to document troubleshooting steps, solutions, and best practices for future reference.
• Writing skills to create user guides, FAQs, and knowledge base articles.

Teamwork:

• Collaboration skills to work closely with other technical support team members, developers, and product managers to address complex issues.
• Willingness to share knowledge and assist colleagues in resolving technical challenges.

Continuous Learning:

• Eagerness to stay updated with the latest ECM technologies, software updates, and industry trends.
• Willingness to pursue relevant certifications to enhance skills and credibility.

Time Management:

• Ability to manage time effectively to meet service level agreements (SLAs) and resolve customer issues within agreed-upon timelines.
• Prioritization skills to handle urgent requests and escalations.

Adaptability:

• Flexibility to adapt to changing priorities, technologies, and customer needs in a fast-paced support environment.
• Ability to learn new software and tools quickly.

Attention to Detail:

• Thoroughness in investigating and documenting technical issues to ensure accurate problem diagnosis and resolution.
• Attention to detail in providing precise instructions and solutions to customers.

Security Awareness:

• Understanding of cybersecurity principles and best practices to ensure the confidentiality, integrity, and availability of ECM systems and data.