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IBM ACS-Support Engineer-Security India, Karnataka, Bengaluru 894438822
12.08.2024
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Your Role and Responsibilities
Members of our Advanced Customer Support team are talented specialists, integral to the operations of the IBM Cloud support organization. Our engineers focus on delivering a positive, customized experience to our end users, working with a wide variety of tools at their disposal. Customer satisfaction is your key focus and you will be a significant contributor delivering IT Support that will delight our IBM Users. You’ll be comfortable in technical environments and quickly be able to analyze complex multi-system issues.
Our Security Support Engineers work closely with our end users to troubleshoot and resolve issues surrounding their cloud-based security products.
A strong knowledge in the following areas is recommended:
- Intermediate knowledge of Operating System Principals (Windows, Linux, VMware)
- Strong troubleshooting/analytical skills (log parsing, deep-dive testing, etc)
- A strong understanding of Networking, Gateways, Firewalls, & Routing
- SSL Certificates
- VPN, OpenVPN, Authentication
- Network Protocols, TCP/IP, OSPF, RIP, DNS, VLAN Tagging/Trunking
Other responsibilities include:
- Diagnose and troubleshoot issues reported by IBM Cloud customers.
- Effectively communicate with customers and partners via phone, chat and case regarding technical issues.
- Document and track customer cases from start to finish ensuring customer expectations are properly managed and that technical issues are resolved to the customer’s satisfaction.
- Work with various internal teams, and management to diagnose and resolve critical issues.
Required Technical and Professional Expertise
- 3+ years experience working directly with customers.
- 3+ years experience working in the cloud computing industry with a focus around networking and/or security, and other infrastructure services.
- 3+ years experience troubleshooting complex issues using problem determination and best practices.
Preferred Technical and Professional Expertise
- Industry certifications related to network & security technologies such as CISSP, CEH, CCNA
- Experience with Cisco, Juniper/JunOS, Vyatta is a strong plus.
- Linux (CentOS/RedHat,Ubuntu/Debian) Troubleshooting
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