Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
Your Role and Responsibilities
Responsible for working collaboratively and individually to solve customer issues in a fast paced, ever changing, and complex environment. Directly responsible for providing timely responses to customers, supporting all components and processes of IBM SevOne NPM new and existing software. The complexity of customer issues is advanced, and a moderate amount of guidance will need to be provided in performing tasks. May be assigned to specific client or client group.
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80%
Provides accurate and efficient support to IBM SevOne NPM customers within software and operating systems by researching and identifying applicable solutions
Provides timely and clear communication to customers
Confirms and reports defects to development team once applicable analysis has been completed with customer
Develops and writes technical documentation for the IBM SevOne NPM Knowledge Base
Support all components and process of the IBM SevOne NPM software
Support new and existing client software installations over the chat as well as via WebEx (desktop sharing) within established SLA's and SLO's
Responsible for addressing customer issues and seeking resolution and overall customer satisfaction
Assist customers in applying OS, DB, product updates
20% Perform other duties as required or directed
Required Technical and Professional Expertise
Education: bachelor's or equivalent experience
Experience:
2 years overall technical support with experience in the following areas:
* Proficient with Linux OS (file and process management)
* BASH shell scripting
* SQL queries (mainly select and joint syntax)
* Dockers and Kubernetes
* Fluent English
Skills:
Excellent communication skills and strong desire to work with customers (namely network engineers, network managers and server administrators)
Exhibit good logical and analytical problem-solving skills
Ability to adapt quickly to changing, growth-oriented environment
Exhibit and deliver consistent detailed work product results and possess ability to independently see a project through to completion
Able to communicate technical information clearly and precisely to customers of varying technical knowledge levels
Exhibit initiative with new technical challenges as well as new technologies
Preferred Technical and Professional Expertise
Prolonged computer use (viewing a computer screen)
Ability to deal with various customer levels
Position may require shift work or extended long hours to resolve customer issues
Must be able to remain in a stationary position 50%
The individual in this position's primary function is to communicate with customers who have inquiries or support issues.
* Individuals must be able to accurately exchange information and utilize telephone, computer, etc. to resolve issues.
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