Deskside Support Representative: Remote Resolution

Job description

IBM is opening for a Premium Automotive Manufacturer Project multiple positions available for experienced Specialists in various fields of IT. This role specializes in performing and enabling remote technical support under Service Level Agreements (SLAs) for the applications used by the financial division of a well-known German car manufacturer.

Responsibilities

• Administration, maintenance, troubleshooting and incident resolution, if required in cooperation with the Client or 3rd party suppliers
• Perform Level 2 support based on generic and basic troubleshooting instructions for in-scope applications
• Redirect application incidents that requiring further Level 2 and Level 3 support to client or other applicable 3rd party provider;
• Monitor integrations between applications and redirect failed transfer to the client or other applicable 3rd party provider for resolution;
• Maintain and update Level 2 support instructions for the applications;
• Maintain and update descriptions for security and backup/restore procedures for the applications;
• Follow internal procedures and processes
• Plan, coordinate, and assist the technical implementation of new applications in the Production Test and Production Environments;
• Perform Early Life support for new applications as agreed;
• Perform operational introduction based on agreed pre-requisites and requirements for the new Applications;
• Perform introduction and deployment of new applications in the Production Test and Production Environments as agreed;

Requirements
·  Bachelor's Degree
·  2-3 years experience with technical support
·  Technical background (studies in Computer Science)
·  Analytical thinking (to be able to identify root cause of a problem - log and code analysis)
·  Customer facing ( to be able to communicate in such a manner that is understandable to the end customer )
·  willing to learn and improve
·  Linux - proven experience with unix based systems
·  Oracle/SQL - be able to create, run and analyze queries
·  Shell Scripting proven experience
·  English: Fluent
Auto req ID

161986BR
Required Education

Bachelor's Degree
Role ( Job Role )

Deskside Support Representative
State / Province

BRASOV
Primary job category

Technical Specialist
Company

(0112) IBM Romania Srl
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

GBS
Preferred Education

Master's Degree
City / Township / Village

BRASOV
EO Statement

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

·  SQL, Oracle
·  Linux/Windows
Country/Region

Romania
Preferred Technical and Professional Experience

·  Experience in systems support
Eligibility Requirements

·  English language skills: Fluent
Position Type

Early Professional
Early Professional Track

Industry Early Professional
New Collar Role

No