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Technical Support Professional

Location not specified · 1–4 yrs

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Experience
1–4 yrs
Salary
Not disclosed
Location
Location not specified
Work mode
Not specified
Job type
Full-time
Apply by
Closing date not listed
Posted
13 Apr 31

About this role

661456BR

Introduction

Our Network Automation Software Support team is looking for you to join us as a Support Engineer in the KOCHI, India office.

This position provides the opportunity to work in a high growth area in the Software Defined Networking Monitoring and Automation organization in the areas of Network Performance Management. The successful candidate will work with our world class Automation and Observability platform, providing remote debugging and resolution to our clients world-wide. The role provides technical support assistance directly (phone/ live chat / cognitive support platform) to clients using problem determination and technical analytical skills. We use technical and negotiations skills in collaboration with other support organizations to prioritize and work problems to resolution.

Your Role and Responsibilities

Responsibilities


  • Help customers with product questions, resolve customer issues in a timely fashion
  • Use your business and technical analysis skills and knowledge of IT environments to solve
  • complex issues and promote best practices
  • Monitor and react to alerts in our own cloud environment
  • Build and maintain excellent relationships with clients and achieve the highest level of
  • customer satisfaction
  • Work as part of our extended support team, doing whatever it takes to exceed customer
  • expectations
  • Collaborate with other departments in the company to achieve customer satisfaction


One will excel in this role if they demonstrate the following:


  • Strong aptitude for learning new technologies and understanding how to utilize them in a
  • customer-facing environment;
  • Ability to effectively communicate as the internal expert with customers at an executive
  • level on in-depth technical details, progress and next steps;
  • Ability to successfully manage your time, balancing multiple tasks with varying levels of
  • priority and urgency;
  • Acting as a customer champion by being the voice of the customer, checking
  • communication channels to stay on top of and communicate effectively and proactively
  • with the company or team updates;
  • Being an example that continues to drive until the root cause is established with clear plans
  • to resolve the customer issue.


Required Technical and Professional Expertise


  • Relevant University degree, ideally in Information Technology or Computer Science
  • 1-4 years of relevant experience
  • Proficient with Linux OS (file and process management)
  • Experience with Troubleshooting Skills
  • Fluent in English.
  • BASH shell scripting (may substitute other languages)
  • SQL queries (mainly select and joint syntax)
  • Dockers and Kubernetes


Preferred Technical And Professional Expertise


  • Network administration


About Business Unit

IBM’s Cloud and Cognitive software business is committed to bringing the power of IBM’s Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environments—with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners.

This job requires you to be fully COVID-19 vaccinated prior to your start date and proof of vaccination status will be required before your start date. During the Onboarding process you will be asked to confirm your vaccination status, in case you are unable to get vaccinated for any reason, you can let us know at that stage. Please let us know if you are unable to be vaccinated due to medical or religious reasons. IBM will consider such requests on a case by case basis subject to submission of required proof by the candidate before a stipulated date.

Your Life @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

About IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location Statement

When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Skills

Information Technology
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