IBM

Technical Support Professional

IBM

September 13, 2021

Introduction
Location for this role: Fredericton, Ottawa or Markham
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
Your Role and Responsibilities
Location for this role: Fredericton, Ottawa or Markham
Security Intelligence (QRadar) Support is leading the charge in supporting creative solutions to long-standing problems. Each of our support centers is a vital contributor to the pillars of our support philosophy in which the customer comes first. Together, we support our customers in ways they could never have imagined in helping them achieve their goals. We have a world-class team and leading edge technologies to propel you into a future that you create.
This position involves working with our customers, including some of the world’s top network and security experts. The candidate must be able to assist with advanced hardware, operating systems, tuning, scalability/performance, network integration issues and security incident analysis. Our support group is involved in all aspects of customer interactions from pre-sales deployment design to upgrading and support of existing customers. Since our product line is the centre for all network traffic analysis and device logging, we require individuals who wish to be challenged technically by integrating our products with all major networking brand names. This position involves not only the regular support role but also assisting and mentoring team members through day to day technical leadership.
Responsibilities:
  • Assist our customers in the deployment of Security Intelligence solutions (QRadar) by providing planning, implementation, configuration, and optimization services around the world.
  • Provide technical engineering support, as part of our Technical Support Centre, in order to resolve customer issues by performing diagnostics, performance optimization, security incident analysis, solution/partner recommendations, and product knowledge transfer
  • Perform proof of concept solution validation and complex issue reproduction while interfacing with engineering, product management, and quality assurance teams
  • Work with customer account teams to ensure total customer satisfaction by representing our customers’ needs and requirements to product management and engineering
  • Build software tools and training materials to assist our customers in expanding their deployment and knowledge base
  • Design comprehensive security solutions to address a wide range of complexities, scales, and integration requirements
  • Interface with customers on an on-going basis to identify problems and communicate progress and resolution while maintaining a high sense of urgency and timely escalation
  • Function as a key contributor to the knowledge management system technologies available to deliver state-of-the-art software.
  • You'll be responsible for ensuring that company software components are expertly designed, tested, debugged, verified, and ready for integration into IBM's best-of-breed
  • solutions that help organizations improve their business outcomes in the global marketplace
The successful candidate in this role must have at least:
  • 1 year QRadar experience
  • 1 year technical support experience

Required Technical and Professional Expertise
  • English Fluent (verbal and written)
  • Min 1-2 years experience in Linux or UNIX Systems Administration
  • Min 1-2 years experience in Network Administration
  • A passion for customer support

Preferred Technical and Professional Expertise
  • At least 3-4 years of experience in Linux or UNIX Systems Administration

Must have the ability to work in Canada without sponsorship.
About Business UnitIBM’s Cloud and Cognitive software business is committed to bringing the power of IBM’s Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environments—with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners.
Your Life @ IBMAre you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.
Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.
It's time to define your career.
About IBMIBM’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.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
Location StatementThis role will involve working with technology that is covered by Export Regulations sanctions. If you are a Foreign National from any of the following US sanctioned countries (Cuba, Iran, North Korea, and Syria) on a work permit, you are not eligible for employment in this position.
Being You @ IBMIBM 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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.