Specialize in performing and enabling technical support of IBM Lab software and solutions.
Provide technical support assistance to customers using problem determination and problem source identification skills.
Utilize technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.
Communicate action plans to the customer or IBM representative, as appropriate.
Recommend and implement new or improvements to existing technical support tools, procedures, and processes.
Provide training for and mentor others on the team.
Contribute to department attainment of organizational objectives and high customer satisfaction.
- 3+ years of experience in a customer support environment
- 3+ years debugging/troubleshooting and implementing solutions to complex technical issues
- 3+ years working with TCP/IP and/or SNA protocols
- Have an in-depth understanding of network technologies
- Must be highly motivated, eager to learn and have a passion for supporting great products
- Possess strong English verbal and written communication skills
Knowledge of or experience using the MVS / z/OS mainframe operating system concepts
Working knowledge of PLX, PLAS, REXX, and Assembler programming skills
Working knowledge of packet trace or wireshark
- Ability to analyze system output from system ABENDs (logs, dumps)
- Able to diagnose problems ranging from code defects, configuration issues, or performance
- Knowledge of customer relationship management tools such as CSP and/or Salesforce
