The start date on this position would be January 2016.As a Technical Support Professional, the candidate will be responsible for providing technical support (Level 2) for Industry Solutions leading SmartCloud Services or on premise solutions (Notes/Domino, Sametime, and Connection) to external customers and internal field personnel by telephone, email and/or the web. Candidates will diagnose complex technical problems and assist customers in deploying IBM products successfully. The candidate should be able to deliver accurate solutions in a timely and effective manner, as well as candidates that can work effectively within a team environment and foster relationships with cross functional teams. Candidates will also author and publish web-based technical articles that enable customers to independently resolve issues.Support for SmartCloud Services and many On Industry Solutions calls for a range of required skills: * Internet Technology experience – Video hosting, presentation tools, Collaboration and Brainstorming tools, Blogs and Blogging, Wiki’s, Social Networking, Instant Messaging, Rich Site Summary (RSS) Feeds, and Twitter.* Understand the principles of service-oriented architecture.* Heavily focused on Application Level Protocols – Simple Mail Transfer Protocol (SMTP),Internet Message Access Protocol (IMAP),Lightweight Directory Access Protocol (LDAP), Secure Sockets Layer (SSL),Hypertext Transfer Protocol (HTTP),Hypertext Transfer Protocol Secure (HTTPS), and a knowledge of virtualization. * Data Analysis Skills – ingest Big Data and have actionable information on which to base a decision consistently and timely. * Working knowledge of Mobile applications – The rise of mobile devices in the workplace is part and parcel of the cloud phenomenon.In many cases, the move to cloud computing is being driven by the need to provide services that can be accessed by any and all devices, be they laptops or smartphones. We have a demonstrated demand for those who can support apps that can reside in the cloud and reach employees, partners and customers anywhere and anytime. We work closely with Development and Quality Engineering on customer issues as well as analyze problems by reviewing traces, thread dumps, logs, and other documentation. The candidate should have the ability to grasp technical concepts so they can understand the issues being worked by the team and able to communicate these details and concepts to upper management when needed. They should be able to manage complex customer and critical situations no matter the region. Collaboration, teaming and soft skills are a focus in our driven but friendly environment. This job requires demonstrable written and verbal communication, work ethic and a passion for IBM’s customers and products. They should also thrive in situations where they are constantly challenged and want to continuously improve themselves and their team.
This position is available in Littleton, MA and Austin, TX.