IBM Required: Level 2 Technical Support Specialist

IBM Software Laboratory in Markham, Ontario, is searching for Product Support Professionals. This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions. Provides technical support assistance to customers and/or IBM field support using problem determination/problem source identification skills. Uses technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. Communicates action plans to the customer or IBM representative as appropriate. Recommends and implements new or improvements to existing technical support tools, procedures, and processes. May provide training for and mentor others on the team. Contributes to department attainment of organizational objectives and high customer satisfaction. We are currently recruiting for a Level 2 Technical Support Specialist to provide support for our customers using (one or a combination of the following products): - InfoSphere Master Data Management Server (MDMS) - WebSphere Customer Center (WCC) - InfoSphere Master Data Management Collaboration Server (MDMCS) - InfoSphere Master Data Management for Product Information Management (MDMPIM) - WebSphere Product Center (WPC) The position is technically very challenging and is key to helping IBM maintain a high level of customer satisfaction. The role requires a high degree of technical product knowledge coupled with real world enterprise software support experience. Responsibilities include: · Providing technical support to business users, developers, and system integrators, using and one or combination of the products listed above. Issues typically involve installation, configuration, User Interface (UI), APIs, interaction with supporting applications (O/S, Java app servers, web servers, database, messaging tools) and other business applications · Full life cycle management of client problems as they relate to Master Data Management (MDM) products, including information gathering, diagnosis and resolution · Participation in User Acceptance Testing, documentation creation and reviews · Contributing to the improvement of our products, tools and processes · Some on-call work may be required on a rotational basis Skills / Qualifications · 3+ years Java (J2EE) programming/scripting, practical experience · Experience with WebSphere and an integrated development environment such as RSA, RAD, WSAD or ECLIPS · Experience with relational databases (DB2, Oracle), with knowledge of database development, administration and database utilities, including SQL · Experience with Unix, AIX or Solaris environment including shell scripting · Knowledge of web application internals and internet networking technologies · Previous experience in a product support role or client facing enterprise software environment (e.g. Global Services) · Proven ability to troubleshoot issues and conduct effective problem analysis/resolution · Demonstrated verbal and written communication skills · Initiative and follow-through, ability to work and make decisions independently · Willingness and ability to be on call and carry a pager or RIM · Ability to accept shift work if it is required in the future Required Bachelor's Degree English: Fluent

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