IBM MQ Technical Support Professional

IBM Automation Integration labs are looking for a Technical Support Engineer (TSE) who loves working with high performing teams, wants to work with cutting edge technology, and thrives on helping customers become successful with MQ projects.

In this role you will have an opportunity to make a big impact by helping build and lead a global support team that excels in delighting our customers. Many of the world’s largest clients rely on MQ:

• 85% of the Fortune 100
• 98 of the top 100 global banks
• 8 of the top 10 global manufacturers
• 9 of the top 10 global healthcare
• 6 of the top 10 global retailers
• 9 of the world’s top 10 global airlines
• 9 of the top 10 global insurance
• 9 of the top 10 global IT services

This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions which brings the strength and dependency of IBM MQ software, enabling data to be moved anywhere, creating a complete and consistent solution.

Your Role And Responsibilities:

• This role specializes in performing remote technical support of MQ and MQ Appliance; skills with Linux/Unix and Windows are required.
• This role provides technical support assistance to customers using problem determination/problem source identification skills, responsibilities include problem recreation, diagnosing data dumps/traces, troubleshooting and debugging complex computer systems/solutions to determine a course of action and recommend solutions.
• Communicates action plans with the customer or IBM representative as appropriate.
• Contributes to department attainment of organizational objectives and high customer satisfaction.
• Document problem solutions within the company knowledge base and manage requests priorities on a daily basis.

Our customer base is worldwide (America, EMEA, LA, AP, etc.); the candidate must be a self-starter, quick learner, and enjoy working in a challenging, fast-paced environment. Some early shift, late shift and weekend and/or holiday duty work is required.

As a TSE, You Will:

• Provide troubleshooting and technical advice for IBM customers.
• Provide technical leadership and guidance to both customers and internal project teams that are geographically distributed.
• Code debug modules, write sample code, blogs and review documentation.
• Produce coherent knowledge base articles to enable customers to resolve issues without further escalation.
• Be part of the team that conceives and delivers new cutting edge customer support offerings.
• Use technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.
• Communicate action plans to the client or IBM representative as appropriate.
• Recommend and implement new or improvements to existing technical support tools, procedures, and processes.
• May provide training for and mentor others on the team.
• Contribute to department attainment of organizational objectives and high client satisfaction.

To Be Successful, You Will Need:

• Passion for handling technical challenges and be goal and results oriented.
• Excellent communication skills and technical knowledge to advise and lead customers who are developing enterprise mobile applications.
• Proven listening, detail-oriented thinking, and creative problem-solving skills.
• Ability to work in a highly collaborative global organization.
• Be open to flexible schedule in a 24/7/365 support environment.

Required Technical And Professional Expertise:

• Communications - written and oral.
• Working experience with Unix/Linux.
• Working experience on iSeries is a big plus.
• Leadership.
• Customer support or services experience.
• Ownership and responsibility.
• Teamwork.
• Dependability.
• Ability to multi-task and problem solving.
• Fluent in English (preferred both English and Chinese).
• MQ knowledge or experience and/or other Application Server experience is a plus.

Education/Experience:

• Degree: Bachelors degree or equivalent experience.
• Field of study: Computer Science/Communication/Electronic engineering etc.
• Experience: Must have significant experience across various areas of customer support and services and customer-facing experience background required.

Preferred Technical And Professional Experience:

• Preferred to have fluency in both English and Chinese.
• Mainframe expertise is a plus.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology

Industries: IT Services and IT Consulting