Technical Support Professional

Job description

We have 1 position available for an enthusiastic Technical Support Engineer, in our world-wide customer support team under DevOps for Enterprise Systems group in IBM z Systems.

We are seeking a motivated and innovative individual who understands IBM z/OS, Windows, and Linux, to provide remote technical support. This role specializes in problem determination/problem source identification skills for software tools, utilizing technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. The responsibilities include the ability to communicate action plans to the customer or IBM representative as appropriate, recommend and implement new, or improvements to existing, technical support tools, procedures, and processes, and contribute to department attainment of organizational objectives and high customer satisfaction.

This position requires:
A comprehensive understanding of both distributed (Windows, Linux), and IBM mainframe-based platforms.
Proven experience using general troubleshooting tools and commands for these platforms, and knowledge of tools and commands for analyzing system and heap dumps. Familiarity with troubleshooting Java-based applications is essential.
Familiarity and/or experience with installing and configuring z/OS products which integrate with Unix System Services (USS), RACF, TCP/IP, as well as vendor products such as CA Endevor and Serena Changeman.
Knowledge of various other MVS subsystems, programming languages, and J2EE technologies is required (e.g. JCL, COBOL, PL/I, Assembler, CICS, IMS, WAS), as well as familiarity with programming and/or troubleshooting Relational Database systems such as DB2 and/or Microsoft SQL Server.
The individual will work with all Technical support teams within IBM and desire to continuously learn and share expertise.
Excellent written and spoken English skills are required.

* Occasional late shift and weekends work may be required.

Eligibility:
·  Must be legally eligible to work in Canada without sponsorship
Auto req ID

293243BR
Required Education

Bachelor's Degree
Role ( Job Role )

Technical Support Professional
State / Province

ONTARIO
Primary job category

Software Development & Support
Company

(0026) IBM Canada Limited - IBM Canada Limitee
Contract type

Regular
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

Systems
Preferred Education

Bachelor's Degree
City / Township / Village

MARKHAM
Being You @ IBM

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.
Required Technical and Professional Expertise

·  Minimum 2-3 years experience in Customer Support
·  Analytical ability (Problem determination/troubleshooting/researching)
·  Good time management and organizational skills
·  Self-starter & ability to work effectively in a team environment
·  Strong technical background in computer systems
·  Excellent communication skills
·  Self-motivated and proactive to solve problems and accomplish assignments
·  Logical and analytic approach to problem solving
·  Organized, analytical and methodical
·  Highly reliable, team player
·  Very good knowledge of Microsoft Operating systems (Windows XP, Windows 7, Windows Servers)
·  Good knowledge of Linux Operating System
·  Very good spoken and written English skills, other foreign language is a plus
·  Excellent communication skills
·  Microsoft SQL Server (installation, basic administration)
·  Databases (complex queries, views, stored procedures)
Country/Region

Canada
Preferred Technical and Professional Experience

·  Eclipse platform familiarity is an asset.
·  Familiarity and/or experience with installing and configuring z/OS products which integrate with Unix System Services (USS), RACF, TCP/IP, as well as vendor products such as CA Endevor and Serena Changeman. Knowledge of various other MVS subsystems, programming languages, and J2EE technologies (e.g. JCL, COBOL, PL/I, Assembler, CICS, IMS, WAS), as well as familiarity with programming and/or troubleshooting Relational Database systems such as DB2 and/or Microsoft SQL Server.
·  Knowledge of JCL, JAVA, and REXX
·  Exposure to VMWare and other virtualization technologies
If you don't have some of these skills, it's important to show us how curious you are about them, and how eager you are to learn new technologies.

Secondary Job Category

Other Software Development & Support
Eligibility Requirements

N/A
Position Type

Professional
Early Professional Track

Not Applicable - Professional Hire
Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.
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About Business Unit

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