IBM Advanced Customer Support in DALLAS, Texas

Job Description

The Advanced Customer Support team at IBM Bluemix Infrastructure (SoftLayer) is challenged with solving complex technical support issues for a wide variety of enterprise level server hardware and software. We are looking for talented administrators with experience in all facets of server support and multiple years of customer service experience. Our customers have access to an unmatched level of control and automation for their servers and services, and the Advanced Customer Support team is the escalation point for all of it. If you are an administrator who seeks responsibility, thrives when empowered, and understands the importance of personal accountability, then we would like to talk with you.

As a member of the IBM team, you have the opportunity to directly impact the continued success of the company. We strive to make IBM a place where you want to be – a place where you’re proud to work and where you are motivated to produce the best results possible.

Essential Duties:

• Serve as tier 2 & 3 support to the tier 1 support desk

• Professionally resolve escalated issues via trouble ticket, phone, and chat

Required Experience

• Operating Systems – Windows Server, Red Hat, Fedora, BSD, Debian, Ubuntu

• Web Server software – Exim, Sendmail, Qmail, FTP, SSH, Cpanel, Plesk, Helm, Virtuozzo, VMware, Bind, PHP, MySQL, MSSQL, Postgres

• Server Security – rkhunter, chkrootkit, iptables

• Network Storage – ISCSI, NAS, Remote backup

• Networking and Security – Network troubleshooting (arp, routes, DNS, etc.)

firewall management

• Advanced server troubleshooting experience – multiple years

• Customer Service (email and phone) – multiple years

• This is for an overnight shift position. Years of Experience 2+ to 5 Years

Required Professional and Technical Expertise

  • High School Diploma/GED

  • At least 2 years experience in Customer Service (email and phone)

  • Basic knowledge in Operating Systems – Windows Server, Red Hat, Fedora, BSD, Debian, Ubuntu

  • Basic knowledge in Web Server software – Exim, Sendmail, Qmail, FTP, SSH, Cpanel, Plesk, Bind, PHP, MySQL, MSSQL, Postgres

  • Basic knowledge in Network Storage – ISCSI, NAS, Remote backup

  • Basic knowledge in Networking and Security – Vyatta Gateway devices, Netscaler VPX, DNS, CDN

  • Basic knowledge in Virtualization technologies – VMware, Citrix XenServer, Hyper-V, etc.

  • At least 2 years experience in Advanced server troubleshooting

  • English: Fluent

*Preferred Professional and Technical Expertise

  • Bachelor's Degree in Information Technology

  • 5 years experience in Customer Service (email and phone)

  • 5 years experience in Advanced server troubleshooting

Required Technical and Professional Expertise

  • High School Diploma/GED

  • At least 2 years experience in Customer Service (email and phone)

  • Basic knowledge in Operating Systems – Windows Server, Red Hat, Fedora, BSD, Debian, Ubuntu

  • Basic knowledge in Web Server software – Exim, Sendmail, Qmail, FTP, SSH, Cpanel, Plesk, Bind, PHP, MySQL, MSSQL, Postgres

  • Basic knowledge in Network Storage – ISCSI, NAS, Remote backup

  • Basic knowledge in Networking and Security – Vyatta Gateway devices, Netscaler VPX, DNS, CDN

  • Basic knowledge in Virtualization technologies – VMware, Citrix XenServer, Hyper-V, etc.

  • At least 2 years experience in Advanced server troubleshooting

  • English: Fluent

Preferred Tech and Prof Experience

  • Bachelor's Degree in Information Technology

  • 5 years experience in Customer Service (email and phone)

  • 5 years experience in Advanced server troubleshooting

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.