IBM MQ Technical Support Professional

• 9 of the top 10 global IT services

This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions which brings the strength and dependency of IBM MQ software, enabling data to be moved anywhere, creating a complete and consistent solution.

As a TSE, you will:

• Provide troubleshooting and technical advice for IBM customers

• Provide technical leadership and guidance to both customers and internal project teams that are geographically distributed

• Code debug modules, write sample code, blogs and review documentation

• Produce coherent knowledge base articles to enable customers to resolve issues without further escalation

• Be part of the team that conceives and delivers new cutting edge customer support offerings

• Provide technical support assistance to clients and/or IBM field support using problem determination/problem source identification skills

• Use technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution

• Communicate action plans to the client or IBM representative as appropriate

• Recommend and implement new or improvements to existing technical support tools, procedures, and processes

• May provide training for and mentor others on the team

• Contribute to department attainment of organizational objectives and high client satisfaction

To be successful, you will need:

• Passion for handling technical challenges and be goal and results oriented

• Excellent communication skills and technical knowledge to advise and lead customers who are developing enterprise mobile applications

• Proven listening, detail oriented thinking, and creative problem solving skills

• Ability to work in highly collaborative global organization

• Be open to flexible schedule in a 24/7/365 support environment

What we look for:

• Hands on experience in JavaScript and other programming or scripting languages

• Proven Linux command line and/or system administration skills, windows administration/mainframe expertise/experience is a big plus

• In depth experience web development is a definite plus

• Some understanding of application servers, networking, and diagnostic approaches

• An understanding of distributed systems and/or the z/OS platform is helpful

• In depth experience of eCommerce application development is a definite plus

Your role and responsibilities

This role specializes in performing remote technical support of MQ and MQ Appliance, skills with Linux/Unix and Windows are required.
This role provides technical support assistance to customers using problem determination/problem source identification skills, responsibilities include problem recreation, diagnosing data dumps/traces, troubleshooting and debugging complex computer systems/solutions to determine a course of action and recommend solutions, and uses technical and negotiation skills in collaboration with other support organizations to prioritize and diagnose problems to resolution. Communicates action plans with the customer or IBM representative as appropriate. Contributes to department attainment of organizational objectives and high customer satisfaction. Document problem solutions within the company knowledge base and manage requests priorities on a daily basis.

Our customer is worldwide based (America, EMEA, LA, AP, etc.,), the candidate must be a self-starter, quick learner, and enjoy working in a challenging, fast paced environment, some early shift, late shift and weekend and /or holiday duty work is required.

Required education

Bachelor's Degree

Required technical and professional expertise

The following skills are necessary for this job. Each skill has been assigned a requested proficiency level by hiring manager.

Communications - written and oral

Working experience with Unix/Linux

Working experience on iSeries is a big plus.

Leadership

Customer support or services experience

Ownership and responsibility

Teamwork

Dependability

Ability to multi-task and problem solving

Fluent in English (preferred both English and Chinese)

MQ knowledge or experience and/or other Application Server experience is a plus

Education/Experience

- Degree: Bachelors degree or equivalent experience

- Field of study: Computer Science/Communication /Electronic engineering etc

-Experience: Must have significant experience across various areas of the customer support and services and customer facing experience background required.

Preferred technical and professional experience

Preferred to have fluency in both English and Chinese.
Mainframe expertise is a plus.

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.

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