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Technical Support Representative - IBM MaaS360

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Technical Support Representative - IBM MaaS360

Austin, TX
Full Time
  • Responsibilities


    Software Developers at IBM are the backbone of our strategic initiatives to design, code, test, and provideindustry-leading solutions that make the world run today - planes and trains take off on time, bank transactions complete in the blink of an eye and the world remains safe because of the work our software developers do. Whether you are working on projects internally or for a client, software development is critical to the success of IBMand our clients worldwide. At IBM, you will use the latest software development tools, techniques and approaches and work with leading minds in the industry to build solutions you can be proud of.

    Your Role and Responsibilities

    In this role, you will work directly with the customer's IT management and/or First Level Support to integrate and troubleshoot MaaS360. You will also work closely with different groups in our organization to help our Pre-sales engineers implement customer lifecycle management, collaborate with our R&D organization to improve our product by providing feedback on customer needs/requirements, and help our sales organization achieve successful customer engagements.

    Your Responsibilities:

    • Troubleshoot web-based solutions and system software.
    • Diagnose and resolve customer reported system incidents, problems, and events.
    • Prioritize current customer volume with existing cases/tickets.
  • Qualifications

    Abilities & Skills:

    • Accurately define incidents, problems, and events in the trouble ticketing system.
    • Develop, update, and/or maintain standard operating procedures (SOPs).
    • Design capabilities to find solutions to less common and more complex system problems.
    • Understanding of system administration concepts for operating systems such as IOS, Android, Windows OS, and other mobile platforms.
    • Deliver technical training to educate others or meet customer needs.
    • Knowledge of Cloud-based knowledge management technologies and concepts related to security, governance, procurement, and administration.

    Required Technical and Professional Expertise

    We believe you are a good fit for this role if you are someone that can identify the solutions to niche system problems and are adaptable in the face of changing priorities.

    From a technical expertise perspective, you will succeed in this job if you have 1 year of experience in:

    • Troubleshooting complex issues primarily related to software or web-based solutions.
    • Working as an IT administrator and operating within a ticketing system.
    • At least 1 year of Technical support experience.
    • Good understanding of various operating system like Windows (XP, 7 and Server), MAC, iOS, Android, and Blackberry.
    • Experience in testing and troubleshooting across previously mentioned technical domains.
    • Previous experience supporting internal and external customers, with passion and ability to educate and train them on their new MDM solutions.

    Preferred Technical and Professional Expertise

    • 2 Plus years of related experience.
    • Demonstrated hands-on experience with smartphones, tablets, and laptops in a business environment.
    • Experience with Azure or Office365 a plus.

    About Business Unit

    IBM's Cloud and Cognitive software business is committed to bringing the power of IBM's Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environments—with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners.

    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 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.

    Location Statement

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

    IBM intends this job to be performed entirely outside of Colorado. 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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

  • Industry
    Information Technology and Services
  • About Us

    At IBM, work is more than a job–it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible.