Client Facing Technical Support Professional (WebSphere App Server)

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
We are looking for Software Engineers who are self-starters quick learners and who enjoy working in a challenging fast paced environment. Members of our team work with the world’s leading companies in industries including banking commerce insurance social media transportation and governments as they enable their mission critical business applications via the web. Responsibilities include providing remote technical support assistance to our clients using Problem Determination (PD) and Problem Source Identification (PSI) skills.

In addition to determining recommendations for problem resolution our engineers
communicate action plans to our clients to ensure that the client is satisfied with steps
towards resolution or the problem’s root cause. Our engineers continually flex their
programming and technology skills through driving problem resolution using improvements to existing and/or new technical Support tools and procedures which can often include examining source code providing feedback to development for product improvement creating test cases creating tools or providing debug modules to our clients.

This position is specifically for Technical Support Engineer candidates who will be part of a worldwide team responsible for diagnosing and troubleshooting software problems within Automation and App Modernisation spanning multiple operating systems virtual and cloud.

Who You Are:

• You are highly motivated and have a passion for technology.
• You thrive on collaboration working side by side with people of all backgrounds and disciplines can flexibly prioritise work and you have strong verbal and written communication skills.
• You are great at debugging troubleshooting designing and implementing solutions to complex technical issues to deliver quality solutions and experiences.
• You have a basic understanding of software development and programming languages.

Must be willing to work on a weekend rotation to lead diagnosis of critical customer outages.

Required Technical and Professional Expertise

• Qualification in Information Technology.
• Knowledge of Java including Java diagnosis and debugging technologies.
• Experience in Distributed UNIX Linux operating systems diagnosis and debugging.
• Communication and client focused skills – be able to understand customer problems and articulate complex issues.
• Ability to troubleshoot and identify the root cause of issues.
• English language skills.

Preferred Technical and Professional Expertise

• Master’s Degree in Information Technology
• Experience in z/OS operating system diagnosis and debugging
• Experience in Application and Web Server administration and implementation (including related technologies e.g.: XML Connectors EJB JSP Servlets Security and Web services).
• Experience in customer support processes.