IBM Technical Support Engineer 

United Kingdom, England, London 

703682838

What we want you to do:

• Support and maintain customers who have implemented the Apptio SaaS solution, resolving customer issues in a timely fashion.
• Operational management of clients (e.g. helping load new data, maintaining and validating dashboard/report outputs, etc.)
• Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction.
• Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations.
• Use your business and technical analysis skills and knowledge of IT environments to solve complex issues and promote best practices.
• Collaborate with other departments in the company to achieve customer satisfaction.

Basic Qualifications:

• 3+ years of technical support, system implementation/administration experience
• 4-year degree in engineering, computer science, MIS, finance or equivalent preferred
• Alternate description – 3-5 years of solid experience in a business or technical analyst role for medium to large scale business software implementation projects

Preferred Qualifications:

• Knowledge and application of relational database concepts.
• Basic programming skills and web development understanding, e.g. Ruby on Rails, JAVAScript, HTML, CSS, SQL
• Experience with Cloud computing (AWS/Azure/GCP)
• Skilled at working with large data sets in Excel, quickly detecting and resolving data-related issues.
• Skilled at completing technical design via iterative mockups.
• Specific knowledge and application of IT services and financial management including budgeting cost allocations, capital & operating expense handling, program portfolio management, and application / infrastructure support.
• Operational knowledge of IT infrastructure domains including data centers, network / communications, server utilization, virtual environments, storage, and application development & maintenance.
• Strong analytical and problem-solving skills.
• Strong skills in data analysis/manipulation.
• Ability to quickly comprehend complex spreadsheets/data in order to streamline the underlying processes into the Apptio solution; versed in formulaic logic (e.g. Excel).
• Self-starter – able to come up to speed on complex, difficult concepts with minimal assistance.
• Ability to quickly context-switch between multiple complex work streams.
• Instinctive ability to subdivide problems into basic components in order to efficiently pinpoint root cause of issues.
• Client-focused attitude — a customer advocate.
• Team player with solid communication and presentation skills.