Introduction
A career in IBM Software means you'll be part of a team that transforms our customer's challenges into solutions.
Seeking new possibilities and always staying curious, we are a team dedicated to creating the world's leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.
IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.
Your role and responsibilities
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.
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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
Required education
Bachelor's Degree
Preferred education
Bachelor's Degree
Required technical and professional expertise
• Minimum of 6+ 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
Preferred technical and professional experience
• 5+ years of IT experience and customer service.
• Certification in databases, AWS, Azure, IBM Cloud is preferred
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
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.