Technical Support Engineer

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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:

• 3 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.