Technical Support Professional - Entry Level
Job Type:
Full-time Regular
Work Country:
USA
Work City:
Atlanta
Job area
Software Development
Travel:
No travel
Job Category:
Software Development & Support
Business Unit:
WPLC
Job Role:
Technical Support Professional
Job Role Skillset:
Technical Support Learning
Job Description:
This role specializes in performing and enabling remote technical support of IBM software and solutions. Provides technical support assistance to customers using problem determination/problem source identification skills. Utilizes 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. May provide training for and mentor others on the team. Contributes to department attainment of organizational objectives and high customer satisfaction.
Required
Bachelor's Degree in Information Technology
English: Fluent
Preferred
Basic knowledge in Candidates must possess strong abilities to troubleshoot various application and server issues that are reported, test and resolve problems with Enterprise level customers.
Basic knowledge in Candidates must possess a BS in Computer Science (or equivalent degree), possess proven abilities to read and interpret C/C++ and Java code.
Basic knowledge in Must be able to analyze dumps and/or trace information, possess excellent teaming skills, strong written and verbal communication skills, have the ability to write root cause analysis, document result
Basic knowledge in Have ability to push for the inclusion of major fixes and new features in our products, use Causal analysis, process evaluation and defect prevention. Candidates must understand, efficiently execute a
Additional Information
Software Group is the world's largest provider of middleware and the second-largest software business in the world, contributing about 15% of IBM's total revenue and one-third of its profits. We have approximately 40,000 employees worldwide, including the world's largest direct software sales force of 13,000 people. SWG works with 100,000 business partners worldwide, with more than 100 strategic ISV alliances. We have 40 software research labs worldwide; more than 25,000 developers, 24 on-demand software centers; and 14,000 employees dedicated to open software technologies.
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.