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IBM MQ - Technical Support Professional Costa Rica 314222038
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Your Role and Responsibilities
• Provide remote technical support assistance to our clients using problem determination and
problem source identification skills
• Communicate action plans and recommendations to our clients and ensure their satisfaction
with the resolution or root cause analysis
• Flex your programming and technology skills to drive problem resolution using existing and
new technical support tools and procedures
• Examine source code, provide feedback to development for product improvement, create test
cases, tools, or debug modules for our clients
• Produce coherent knowledge base articles to enable customers to resolve issues without further
escalation
• Work as part of a worldwide team responsible for diagnosing and troubleshooting software
problems within the Cloud Integration organization, supporting IBM Aspera
Required Professional and Technical Expertise :
• Strong understanding of container technologies, Kubernetes, cloud skills, and networking
protocols
• Knowledge of Unix and Windows platforms
• Proficiency in networking skills, such as TCP and UDP
• Troubleshoot technical issues (networking, web apps, operating system, file system and user
management) in the deployment of high-speed file transfer software in an enterprise environment
• Knowledge of Windows Active Directory/Group Policy, LDAP, SAML, SSO, etc.
• Scripting skills, such as Unix shell, Windows batch, Perl, Ruby or Python
• Basic skills in database server (MySQL) administration
• Communication and customer focus skills – understand customer problems and articulate
current status to customers
• Ability to communicate action plans to the client or IBM representative as appropriate
• Ability to recommend and implement new or improvements to existing technical support tools,
procedures, and processes
• Fluent English language skills including read, write and speak.
• Qualification in Information Technology. Bachelor’s degree in IT related field.
• Strong understanding of container technologies, Kubernetes, cloud skills, and networking protocols
• Knowledge of Unix and Windows platforms
• Proficiency in networking skills, such as TCP and UDP
• Troubleshoot technical issues (networking, web apps, operating system, file system and user management) in the deployment of high-speed file transfer software in an enterprise environment
• Knowledge of Windows Active Directory/Group Policy, LDAP, SAML, SSO, etc.
• Scripting skills, such as Unix shell, Windows batch, Perl, Ruby or Python
• Basic skills in database server (MySQL) administration
• Communication and customer focus skills – understand customer problems and articulate current status to customers
• Ability to communicate action plans to the client or IBM representative as appropriate
• Ability to recommend and implement new or improvements to existing technical support tools, procedures, and processes
Preferred Technical and Professional Expertise
Bachelor’s Degree in Information Technology.
• Provide technical leadership and guidance to both customers and internal project teams that are geographically distributed
• Experience in problem analysis by recreating problems and/or utilising system dumps and traces.
• Knowledge in Distributed, UNIX operating systems diagnosis and debugging.
• Knowledge in Java diagnosis and debugging technologies.
• Experience in messaging and networking technologies.
• Experience in customer support processes.
• Use technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.
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