This role specializes in performing and enabling remote technical support of IBM software and solutions. Provides technical support assistance to customers and/or IBM field support using problem determination/problem source identification skills-specifically in IBM Information Server (DataStage) and IBM Watson Knowledge Catalog. Uses technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. Communicates action plans to the customer or IBM representative as appropriate. Recommends and implements new or improvements to existing technical support tools, procedures, and processes. Contributes to department attainment of organizational objectives and high customer satisfaction.
Responsibilities include:
•Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation.
•Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
•Install and maintain virtual servers, software, to replicate customer reported issues.
•Maintain detailed records of daily interactions with customers, reported issues, and completed solutions. Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information.
•Develop training technical notes and troubleshooting procedures to help customer’s support personnel interact properly with software.
• Create and implement new processes to improve efficiency and customer satisfaction.
• Pager-duty/On-call work is required on a rotational basis• Create and implement new processes to improve efficiency and customer satisfaction.
• Pager-duty/On-call work is required on a rotational basis
•Minimum of 7+ years of IT experience and customer service.
•Hands-on experience with Linux operating systems (Red Hat Preferred), basic programming skills and Java or Python.
•Knowledge of Databases (SQL), Analytic Applications or web servers (e,g, DB2, Oracle, Teradata, Snowflake, SQL Server)
•Ability to diagnose and troubleshoot basic technical issues.
•Excellent problem-solving and communication skills.
•Ability to provide step-by-step technical help, both written and verbal.
•2+ years Java (J2EE) programming/scripting, practical experience
•Experience with WebSphere Application Server
•Experience with relational databases (DB2, Oracle), with knowledge of database development, administration and database utilities, including SQL
•Experience with Unix, AIX or Linux environment
•Previous experience in a product support role or client facing enterprise software environment (e.g. Global Services) managing client expectations/satisfaction
•Proven ability to troubleshoot issues and conduct effective problem analysis/resolution.
•Excellent verbal and written communication skills
•Initiative and follow-through, ability to work and make decisions independently
•7+ years of IT experience and customer service.
•Certification in databases, AWS, Azure, IBM Cloud is preferred
