Technical Support Professional

Job description

In this role you will be working with our customers, including some of the world's top network and security experts. You 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, you will need to be an individual who wishes to be challenged technically by integrating our products with all major networking brand names. You will not only provide regular support, but you will also assist in mentoring team members through day to day technical leadership.

Your responsibilities will include the following:
·  Assist our customers in the deployment of Security Intelligence solutions (QRadar). You will be responsible for the planning, implementation, configuration, and the optimizing of services from around the world.
·  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, partner recommendations and product knowledge transfer.
·  Perform proof of concept solution validation and complex issue reproduction while interfacing with engineering, product management, and quality assurance teams.
·  Work with customer account teams to ensure total customer satisfaction by representing our customer's needs and requirements to product management and engineering.
·  Build software tools and training materials to assist our customers in expanding their deployment and knowledge base.
·  Design comprehensive security solutions to address a wide range of complexities, scales, and integration requirements.
·  Interface with customers on an on-going basis to identify problems and communicate progress and resolution while maintaining a high sense of urgency and timely escalation.
·  Function as a key contributor to the knowledge management system technologies available to deliver state-of-the-art software.

Auto req ID

293843BR
Required Education

Associate's Degree/College Diploma
Role ( Job Role )

Technical Support Professional
State / Province

GEORGIA
Primary job category

Software Development & Support
Company

(0147) International Business Machines Corporation
Contract type

Regular
Employment Type

Full-Time
ERBP

Yes
Is this role a commissionable/sales incentive based position?

No
Travel Required

Up to 10% or 1 day a week
IBM Business Group

Security
Preferred Education

Bachelor's Degree
City / Township / Village

ATLANTA
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

You must have a minimum of 1-2 years of professional and technical experience in the following:

·  Experience in Linux or UNIX Systems Administration.
·  Experience in Network Administration.
·  Excellent written and communication skills.
·  A passion for customer support.
Country/Region

United States
Preferred Technical and Professional Experience

·  A minimum of 3-4 years of experience in Linux or UNIX Systems Administration.
Secondary Job Category

Other Software Development & Support
Eligibility Requirements

none
Position Type

Early Professional
Early Professional Track

Industry Early Professional
Location Statement

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
New Collar Role

Yes
Referral Promo Code

ALLSEC19 SecServ19
Introduction

Security Intelligence (QRadar) Support is leading the charge in supporting creative solutions to long-standing problems. Each of our support centers is a vital contributor to the pillars of our support philosophy in which the customer comes first. Together, we support our customers in ways they could never have imagined in helping them achieve their goals. We have a world-class team and leading-edge technologies to propel you into a future that you create.
Your Life @ IBM

What matters to you when you're looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.
About Business Unit

IBM is a leading provider of enterprise security solutions. Named by industry analysts as a leader in 12 security market segment categories, IBM Security is a multi-billion dollar business that is rapidly growing. In an industry focused on building walls, IBM Security is focused on creating an open, connected security ecosystem that leverages AI and cloud to help clients improve compliance, stop threats, and grow their business securely.
About IBM

IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.