IBM MQ Technical Support Professional

Job Description

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 whom are the world's largest clients relying 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. 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 Provide technical support assistance to clients and/or IBM field support using problem determination/problem source identification skills 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 highly collaborative global organization Be open to flexible schedule in a 24/7/365 support environment What we look for: Proven Linux command line and/or system administration skills, windows administration/mainframe expertise/experience is a big plus In depth experience web development is a definite plus Some understanding of application servers, networking, and diagnostic approaches An understanding of distributed systems and/or the z/OS platform is helpful In depth experience of eCommerce application development is a definite plus 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, and using technical and negotiation skills in collaboration with other support organizations to prioritize and diagnose problems to resolution. 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 is worldwide based (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. Required education Bachelor's Degree 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 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 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. ABOUT BUSINESS UNIT IBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. YOUR LIFE @ IBM In a world where technology never stands still, we understand that dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better. Are you ready to be an IBMer? ABOUT IBM IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world. OTHER RELEVANT JOB DETAILS For additional information about location requirements, please discuss with the recruiter following submission of your application. Job Title: IBM MQ Technical Support Professional Job ID: 20842 City / Township / Village: ST LEONARDS State / Province: Australia Work arrangement: Hybrid Area of work: Software Engineering Employment type: Regular Position type: Professional Some travel may be required based on business demand Company: (0008) IBM Australia Limited Shift: General (daytime) #J-18808-Ljbffr