Introduction Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers.
You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let's talk! Your Role and Responsibilities Who you are: You are a versatile technologist with a knack for customer service. You thrive in a team environment and love to solve problems.
You have excellent verbal and written communication skills and have no problem helping to document issues. You're eager to support our stakeholders to achieve operational success. What You'll Be Doing. Providing responsive and high-quality technical support in the 24x7 Network Operations Center.
Serving as the first line of support for internal customer calls, e-mails, and support tickets to assist in system diagnostics, resolving technical problems, system outages, and maintenance. Proactively monitoring all production networks, servers, applications, and services. Responding to alerts/alarms and escalations according to standard operating procedures.
Tracking all issues utilizing a ticketing system. Helping to define and document Operations Methods & Procedures (M&Ps) for the Network Operations Center department. Implementing and strictly following change management procedures and systems to ensure the reliability of the network and applications to meet service level agreements.
Working with Solution Engineering support and third-party vendors during routine deployment and outages. Ensuring escalations are handled in a professional, consistent, and relentless manner. Managing incidents from beginning through final resolution, including customer notification.
Fulfilling additional duties as assigned Required Technical and Professional Expertise. Ability to work non-standard hours and shifts - position requires shift work including availability for DAYS/NIGHTS/WEEKENDS 3 years of system administration experience. Experience with at least one Cloud provider (AWS, GCP, Azure).
A passion for and strong desire to learn other cutting-edge technologies. Prior experience with TCP/IP, routers, switches, hubs, firewalls, domains, DNS, DHCP, and subnets using CIDR. Has worked with DevOps technologies like Ansible and Terraform.
Proficiency using network hardware CLI & GUIs to troubleshoot issues (Cisco IOS/PAN). Familiarity with Cloud technologies on AWS, GCP and/or Azure Platforms. Familiarity with patch management software, understand core concepts of patch strategy and software.
Demonstrated verbal and written communication, stellar customer service skills. Familiarity with the principles and practice of system configuration management using modern declarative tools. (Chef, Puppet, Ansible, etc.).
Demonstrated basic scripting knowledge (Bash, Python or PowerShell). Knowledge of and ability to work across all platforms of Windows and Linux Server, networking, data base administration, virtualization, and storage, including but not limited to:File/Folder Permissions. Local Storage/SAN/NAS/NFS/ISCSI Mounted Storage.
Managing Shared Resources Preferred Technical and Professional Expertise. A Cloud Certification in GCP, AWS or Azure is a plus. Previous experience in a large-scale, heterogeneous data center environment (preferably Windows 2012R2 and newer or RHEL7.x/UBUNTU 16.04 LTS+).
Web Reference : AJF/394417909-202
Posted Date : Sun, 02 Oct 2022
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