11 days old

Technical Support Engineer (Sydney)

Sydney, NSW 2065
  • Job Code
    236004BR
Introduction
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. To lead in this new era of technology and solve some of the world's most challenging problems.

Your Role and Responsibilities
As a Technical Support Engineer, you will have the opportunity to be a part of an agile and global enterprise support team that prides itself on delivering an excellent level of customer service and technical support to our global SaaS and on-premise customers. Youll become a subject matter expert in IBM Incentive Compensation Management (ICM) and become an advocate for our customers and ensuring that they are successful with our software solutions.

The roles responsibilities include providing solutions to IBM customers through troubleshooting, research and investigation, while maintaining constant communication with the customer.

You will be working with our customers using ICM (SaaS and On-premise) via our ticketing system, phone, live chat and our online community and at times at the client site and you will perform triage, root cause analysis, debugging and solving problems across our solutions. This role provides a fantastic opportunity where you are always learning, getting to use the latest technologies and being part of a great team.


Your responsibilities will include:
1. Case Management / Case Resolution
  • Handle and solve support calls from our customers and partners that relate to the technical behaviour of Incentive Compensation Management (ICM)
  • Meeting SLAs and other customer satisfaction targets

2. Problem Solving & Reporting
  • To independently close calls of varying technical difficulty
  • To ensure case equity in the volume of cases with respect to peers within your team.
  • To ensure all calls meet the targets for resolution, escalation, documentation & completion of call
  • To prioritise workload to ensure that any action taken is based on the priority of the call

3. Case Escalation
  • Escalate support calls when needed
  • To report problems in a timely fashion
  • Troubleshooting is a critical area of responsibility for the Customer Support team.
  • Persistence is the fundamental building block of this function. Analysts are expected to become more innovative in the provision of workarounds and their capability of clearly and concisely identifying any bugs.

4. Technical
  • Keep up-to-date with new functionality in our products.
  • Keep abreast of new technologies

5. Knowledge Management
  • Create documentation such as FAQs, Best Practice guidelines, Internal Tips & Tricks and Knowledge Base documents and participate in our online communities

6. Field Support
  • Occasional participation in customer projects and services engagements in order to stay close to customer/market requirements.

7. Coaching & Mentoring
  • Technical knowledge share and collaboration both globally and locally.
  • Troubleshooting, coaching and development.
  • Effective coaching and mentoring are critical to the organisations ability to train and develop analysts at all levels, and develop best practices. Analysts at all levels are expected to be open and approachable for those seeking assistance, while senior analysts should provide guidance to more junior members of the team.

8. Interpersonal Skills/Soft Skills
  • Within the scope of responsibility offers ideas and assists in problem solving.
  • Interacts proactively within and across functions.
  • Actively contributes to teamwork.
  • Keeps manager and team members apprised of important matters in timely fashion.
  • Organises work and is able to differentiate between decisions that can be made independently and those that should be referred to management.


If youre the right person for the job, well offer you a permanent position and the opportunity to join our experienced and vital mainframe services group, where youll find a great use of your current skills, be challenged every day, yet able to grow and develop your skills.


What skills and experience do you need?
  • Bachelors degree in Computer Science or Finance or Equivalent this position is open to recent graduates!
  • Experience in customer support, particularly software services or system administration would be an advantage with excellent communication and customer service skills
  • Knowledge of programming/scripting (JavaScript, Python), server architecture and networking.
  • Familiar with relational databases concepts, both basic administration (backup, restore, tuning, tracing) and SQL scripting
  • Exposure to web and application servers (IIS, Tomcat, WebSphere)
  • Ability to discuss and present ideas to our clients and work with them to understand their requirements and business processes.
  • Candidates should be technically astute and have the ability to quickly pick up new technical skills and concepts.


Required Professional and Technical Expertise
  • Bachelors degree in Computer Science or Finance or Equivalent;
  • Experience in customer support, particularly software services or system administration would be an advantage with excellent communication and customer service skills
  • Knowledge of programming/scripting (JavaScript, Python), server architecture and networking.



Preferred Professional and Technical Expertise
  • Familiar with relational databases concepts, both basic administration (backup, restore, tuning, tracing) and SQL scripting
  • Exposure to web and application servers (IIS, Tomcat, WebSphere)
  • Ability to discuss and present ideas to our clients and work with them to understand their requirements and business processes.
  • Candidates should be technically astute and have the ability to quickly pick up new technical skills and concepts.


About Business Unit
IBM Industry Platforms provides a range of strategic technologies to remove much of the cost and complexity of delivering core business functions. By delivering artificial intelligence, analytics, security, blockchain and cloud technology as a service, and in a complete platform tailored to the needs of each industry, IBM helps clients become more customer-centric, balance costs and mitigate risk.

Your Life @ IBM
What matters to you when youre 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
IBMs 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
This position can be initially based out of West Pennant Hills, and moving to St Leonards in August 2019.

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.

Categories

Industry

  • Computers Software and Hardware
Posted: 2019-09-11 Expires: 2019-10-11

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Technical Support Engineer (Sydney)

IBM
Sydney, NSW 2065

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