Expert Integrated Systems Support Analyst

Job ID SWG-0621285 Job type Full-time Regular Work country Canada Position type Professional Work city Markham Posted 25-Nov-2013 Travel 10% travel annually Job area Software Development Business group IBM Software Group Job category Software Development & Support Business unit Info Mgmt Job role Technical Support Professional Job role skillset IM.Distributed Database Commissionable/Sales-Incentive jobs only No

Job description

This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions. Provides technical support assistance to clients and/or IBM field support (SSRs) using problem determination/problem source identification skills. Uses technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. Communicates action plans to the client 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 client satisfaction. The role is within the DM Support team located in Canada. This team of highly skilled and motivated individuals provide technical support to clients that use our Expert Integrated Systems (EIS) products. The support provided is for clients worldwide for all severity of problems especially in depth critical issues on a 24x7x365 basis. Responsibilities: Support engineer that specializes in performing and enabling remote technical support- weekend and/or evening work maybe required. Handles inbound work queue to assist customer's in critical situations using the technology which includes: Troubleshooting and solving issues of varying technical difficulty and documenting solutions in a knowledge database Being persistent and innovative in the provision of workarounds; clearly and concisely identifying any product defects Organizing and prioritizing work effectively and differentiating between decisions that can be made independently and those that should be referred to other specialists or management Candidate should be able to: Read and modify product source code for use as a diagnostic tool Interpret disk structures Use advanced debugging tools including patching of disk and memory structures. May act as instructor/course developer for technical courses/internal tech talks. Excellent verbal and written communication skills with demonstrated Software problem determination / debugging skills. Be a strong team player who has the proven ability to foster working relationships with cross functional teams. Contributes to department attainment of organizational objectives and high client satisfaction. Recommends and implements new or improvements to existing technical support tools, procedures, and processes. Additional requirements: Proficiency in at least one RDMS (Informix, DB2 UDB, Oracle, SyBase, SQL Server) Ÿ Proficiency in at least one of the following programming language ( C, C++, Java ) Ÿ Proficiency in at least one flavour Unix (Linux, AIX, Solaris, HP-UX)

Required Bachelor's Degree At least 3 years experience in Data Management Technologies At least 3 years experience in Excellent Communication Skills At least 3 years experience in Manage Client Relationship/Satisfaction/Success At least 3 years experience in Product Support Experience for Complex Technologies English: Fluent

Preferred Information Technology

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.