• 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
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
What we look for:
• Hands on experience in JavaScript and other programming or scripting languages
• Proven Linux command line and/or system administration skills, windows administration/mainframe expertise/experience is a big plus
• In depth experience web development is a definite plus
• Some understanding of application servers, networking, and diagnostic approaches
• An understanding of distributed systems and/or the z/OS platform is helpful
• In depth experience of eCommerce application development is a definite plus
This role specializes in performing remote technical support of MQ and MQ Appliance, skills with Linux/Unix and Windows are required.
The following skills are necessary for this job. Each skill has been assigned a requested proficiency level by hiring manager.
Communications - written and oral
Working experience with Unix/Linux
Working experience on iSeries is a big plus.
Ownership and responsibility
Ability to multi-task and problem solving
Fluent in English (preferred both English and Chinese)
MQ knowledge or experience and/or other Application Server experience is a plus
- 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.
Preferred to have fluency in both English and Chinese.
Mainframe expertise is a plus.
