Senior Support Specialist

Job ID SWG-0577620 Job type Full-time Regular Work country Canada Position type Professional Work city Fredericton, Ottawa, Saint John Posted 04-Nov-2013 Travel 10% travel annually Job area Software Development Business group IBM Software Group Job category Software Development & Support Business unit SecuritySys Job role Software Developer Job role skillset General Commissionable/Sales-Incentive jobs only No

Job description

We are seeking an individual for our Support Services division in our Ottawa, Fredericton or Saint John, New Brunswick offices. This position involves working with our customers, including some of the world’s top network and security experts. The candidate must be able to assist with advanced hardware, operating systems, tuning, scalability/performance, network integration issues and security incident analysis. Our support group is involved in all aspects of customer interactions from pre-sales deployment design to upgrading and support of existing customers. Since our product line is the center for all network traffic analysis and device logging, we require individuals who wish to be challenged technically by integrating our products with all major networking brand names. This position involves not only the regular support role but also assisting and mentoring team members through day to day technical leadership. Responsibilities: o Assist our customers in the deployment of Q1 Labs' solutions by providing planning, implementation, configuration, and optimization services around the world. o Provide technical engineering support, as part of our Technical Support Center, in order to resolve customer issues by performing diagnostics, performance optimization, security incident analysis, solution/partner recommendations, and product knowledge transfer o Perform proof of concept and validation of solutions and complex issue reproduction while interfacing with engineering, product management, and quality assurance teams o Work with customer account teams to ensure total customer satisfaction by representing our customers’ needs and requirements to product management and engineering o Build software tools and training materials to assist our customers in expanding their deployment and knowledge base o Design comprehensive security solutions to address a wide range of complexities, scales, and integration requirements o Interface with customers on an ongoing basis to identify problems and communicate progress and resolution while maintaining a high sense of urgency and timely escalation o Function as a key contributor to the knowledge management system technologies available to deliver state-of-the-art software. You'll be responsible for ensuring that company software components are expertly designed, tested, debugged, verified, and ready for integration into IBM's best-of-breed solutions that help organizations improve their business outcomes in the global marketplace. Join us. Interested in learning more about IBM? Check out the IBM Global Careers newsletter.

Required Associate's Degree/College Diploma At least 2 years experience in Passion for customer care and customer satisfaction. Previous experience in a customer facing support role is required; preferably in a support role. At least 2 years experience in A successful track record in developing and managing customer relationships At least 2 years experience in Experience in enterprise network infrastructure implementation and support, with hands on experience including: routers, switches, firewalls, network services, NMS, proxy servers, intrusion detection/ At least 2 years experience in A strong administration experience of various flavours of Linux At least 2 years experience in A strong knowledge of network hardware and software configurations, with the ability to scope the problems and issues that are specific to large enterprise networks At least 2 years experience in Strong knowledge of network security management tools, issues, policies, and procedures, particularly as they relate to business practices and guidelines. Ability to anticipate the effects of network At least 2 years experience in Software programming skills: C/C++/Perl and other scripting languages At least 2 years experience in Proven ability to troubleshoot JAVA-based applications At least 2 years experience in Strong communication skills, strong planning and organizational skills and the ability to manage multiple complex projects and timelines simultaneously. Ability to pay a high degree of attention to Basic knowledge in Independent, proactive, and an excellent team player English: Fluent

Preferred Bachelor's Degree French : Fluent

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.