AIOPs Technical Support Professional

Your role and responsibilities

Join our team as a Technical Support Professional and be part of the solution!

You will be responsible for providing :

• Provide remote troubleshooting and analysis assistance for usage and configuration questions.
• Manage assigned Support Cases, with clear and concise communication.
• Review diagnostic information to assist in the isolation of a problem cause (which could include assistance interpreting logs and traces)
• Collaborating with cross-functional teams to ensure customer satisfaction.
• Identify known defects and fixes to resolve problems
• Develops best practice articles and support utilities to improve support quality and productivity
• Respond to escalated customer calls, complaints, and queries
• Reproduce customer issues in our Support Lab to aid in the resolution of issues.

The job will require a flexible schedule to ensure 24x7 support operations and weekend on-call coverage. If you are a self-starter with strong analytical and problem-solving skills, a passion for technology, and a desire to make a difference, we encourage you to apply for this exciting opportunity."

Required education

Bachelor's Degree

Preferred education

Bachelor's Degree

Required technical and professional expertise

• Debugging and analysis are performed remotely. So candidates must possess strong customer interaction skills and be able to clearly articulate solutions and options.

• Must be familiar with and able to interpret complex software problems that span across multiple client and server platforms including Linux, AIX, Windows and Kubernetes

• Must be familiar with at least one Network Management application and experience troubleshooting networking issues.

• Professional experience with Software Support

• Excellent communication skills - both verbal and written

Preferred technical and professional experience

Preferred Personal skills:

• Excellent organizational skills

• Good analytical and problem solving skills

• Ability to work within a team

• Strong customer driven focus

• Ability to listen to clients and understand both situational and technical issues

• Focused & Results orientated

• Accuracy and attention to details

Preferred Technical. Professional Experience and Education :

• Linux System Administration

• Kubernetes experience

• Knowledge of at least one scripting language e.g. Bash, Python, Perl

• Understanding of the protocols : SNMP, IP, IGRP, VLANs, RIP, Ethernet

• Cisco certified to at minimum level of CCNA

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

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.

OTHER RELEVANT JOB DETAILS

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