Your Role and Responsibilities
As a Technical Support Engineer (or L2 Support Engineer), you focus on Problem resolution and analysis, Collaborate effectively on behalf of the client and Create and reuse assets.
You work with clients every day, multiple times a day to drive issues to resolution.
You resolve issues impacting IBM client business and play a key role in enhancing the client experience.
You lead the problem resolution process through analysis and trouble-shooting, to deploying workarounds or fixes.
You leverage and train IBM AI and other cognitive-based knowledge sources for high quality and timely problem resolution.
You create and reuse knowledge assets and content to promote client self-sufficiency.
You coordinate input from Development, Services and Field teams to deliver a technical solution.
You collaborate with Development to drive product quality, functionality and usability improvements.
You understand the clients business and technical needs and act as their trusted advisor for successful deployment of IBM products.
You work with the latest technology keen to learn and improve technical skills.
Responsibilities:
L2 support handles the tickets that L1 routes to them. This support team can also generate tickets for any problem they notice.
L2 support specialists have more skills, more experience in solving complicated problems relevant to them and can help L1 support people troubleshoot problems.
Addressing user tickets regarding hardware, software and networking.
Walking customers through installing applications and computer peripherals. Asking targeted questions to diagnose problems.
Support client products from a major network infrastructure manufacturer, working directly with the partners and customers.
The Engineer will work with a highly knowledgeable group of customers and act as an escalation point for other groups within the organization.
If you thrive in a dynamic, collaborative workplace, IBM provides an environment where you will be challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there’s no limit to what you can accomplish here.
IBMIndiaReferred_CIO
Required Technical and Professional Expertise
Education in an IT background
2+ years of working experience in IT field :
Debugging a problem
Finding the error
Isolating Client or Server errors
Collecting and reporting the problem
Using Resources and Tools appropriately
Working experience with Public Cloud Platform
Scripting with Java, Python
Log parsing and analysis
Web services
Network protocols
Fluent in English – verbally & written
Flexibility in using different technologies/platforms
Communication Skills
Motivated and enthusiastic to discover and learn new technologies
Disciplined and “Team first approach” oriented
Ability to shift gears quickly and cope with change
Preferred Technical and Professional Expertise
You love collaborative environments that use agile methodologies to encourage creative design thinking and find innovative ways to develop with cutting edge technologies
Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work
Intuitive individual with an ability to manage change and proven time management
Proven interpersonal skills while contributing to team effort by accomplishing related results as needed
Up-to-date technical knowledge by attending educational workshops, reviewing publications
About Business Unit
We, at the IBM Chief Information Office (CIO) are a dynamic group of business, strategy and technology professionals, who provide top-of-the-line industry consulting, application and business process delivery, and follow agile values and principles. CIO is at the forefront of the digital reinvention of key applications used across IBM globally, providing value-led and asset-powered end-to-end solutions.
We are a cross-functional organization that provides IT applications and infrastructure services to IBM Business Units and to IBMers worldwide. Our mission is to provide a productive environment for everyone at IBM. We do this by leading with Design to drive simplicity and ease of use, Engineering the systems that own the business, and Innovating to transform the business. We continually Deepen our Agile practices while ensuring we Secure the Enterprise.
This job requires you to be fully COVID-19 vaccinated prior to your start date and proof of vaccination status will be required before your start date. During the Onboarding process you will be asked to confirm your vaccination status, in case you are unable to get vaccinated for any reason, you can let us know at that stage. Please let us know if you are unable to be vaccinated due to medical or religious reasons. IBM will consider such requests on a case by case basis subject to submission of required proof by the candidate before a stipulated date.
Your Life @ IBM
Are you craving to learn more? Prepared to solve some of the world’s most unique challenges? And ready to shape the future for millions of people? If so, then it’s time to join us, express your individuality, unleash your curiosity and discover new possibilities.
Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.
It’s time to define your career.
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.
Location Statement
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.
Being You @ IBM
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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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