IBM Support Analyst - L2 : IBM Tech Re-Entry in RESEARCH TRIANGLE PARK, North Carolina

Job Description

IBM's Tech Re-Entry program is looking for talented technical professionals who are looking to restart their careers after an absence from the workforce of two years or more. This paid 12 week returnship will enable you to work on projects that match your expertise, interests, and abilities and could lead to full-time employment. During your IBM Tech Re-Entry returnship program, you will have the opportunity to update your skills in a contemporary work environment. You will have access to the latest tools and technologies available and work alongside a multi-disciplinary teams to hone your expertise and deliver on client-critical solutions. You'll be able to experience the breadth of IBM resources while developing new skills and relationships

The responsibilities and required skills associated with the role will change from time to time to address continuously evolving company objectives.

The main duties are:

  • Provide assistance via email, telephone and remote desktop in order to resolve customer problems with IBM software.

  • Conduct independent research in order to find solutions to customer reported problems.

  • When necessary, escalate cases to L3 and track cases through closure.

  • You will also create troubleshooting, FAQ’s, Must Gather and other support documents.

In addition to these duties, employees are expected to undertake other duties as may reasonably be required in order to fully perform the role.

Skills required to perform the job

Technical

  • Basic skills in working with tools like revision control, issue tracking etc

  • Basic knowledge of Linux and Windows

  • Fluent spoken and written English skills.

  • Experience with related IBM brands (DB2, WCA, II, PDOA, IBM Big Match, WEx) would be an advantage

  • Working knowledge of Virtualisation software e.g. VMWare, ESX.

  • Knowledge of SSL, SPNEGO and Active Directory

  • Understanding the principles of software or database systems development

  • Familiarity with database essentials (SQL, installation, sizing, performance) Experienced DBA skills not essential, but familiarity with using one current RDBMS is preferred.

  • Good hands on use of Unix and/or Linux commands

  • Working knowledge of Unix file system

  • Docker-Container

  • Kubernetes

  • SSL - TLS - Certs

  • Knowledge of shell scripting or programming languages such as Perl/Python/VBScript/Java/JavaScript/C++/C

Professional

  • Degree in either a scientific or a computer related discipline

  • Delivery-oriented and ability to work under pressure in a complex business environment

  • An ability to collaborate with the senior leadership and clients' customer teams

  • Represent the support manager’s best interests at various meetings, and report back

  • Attendance at some customer facing events to give customers exposure to the support team and process

Personal

  • An attitude of quality, diligence and thoroughness is essential; the successful candidate will display a commitment to continuous improvement of processes and deliverables.

  • Excellent verbal and written communication skills need to be demonstrated. The successful candidate will be expected to develop and present ideas clearly, and have a passion for resolving customer problems.

  • Excellent presentation and client facing skills

  • Basic understanding of networking and troubleshooting practices

  • An ability to work in both small and large teams is required.

In order to qualify for this returnship, you must have been out of the full-time workforce for a minimum of 2 years. Upon acceptance of the offer you are required to attend 3 day orientation in our HQ Armonk, NY.

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Required Technical and Professional Expertise

  • Basic skills in working with tools like revision control, issue tracking etc

  • Basic knowledge of Linux and Windows

  • Fluent spoken and written English skills.

Preferred Tech and Prof Experience

None

EO Statement

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. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.