Your Role and Responsibilities

The IBM Spectrum Storage Software Support team is supporting complex integrated storage products end to end, including Spectrum Scale, Spectrum Fusion, Spectrum Insight, Elastic Storage Server. This position involves working with our IBM customers remotely, which are some of the world’s top research, health care and technology providers. The candidates must be able to assist with operating systems (Linux), Distributed Files System, Storage and network integration issues. They will work in a virtual environment working with colleagues around the globe and will be exposed to many different types of technologies.

Responsibilities:

• Provide remote troubleshooting and analysis assistance for usage and configuration questions
• Review diagnostic information to assist in isolation of a problem cause (which could include assistance interpreting traces and dumps)
• Identify known defects and fixes to resolve problems
• Develops best practice articles and support utilities to improve support quality and productivity
• Respond to escalated customer calls, complaints, and queries
• The job will require flexible schedule to ensure 24×7 support operations and weekend on-call coverage, including taking shift to cover North America working hours

Required Technical and Professional Expertise

• Relevant University degree, ideally in Information Technology or Computer Science
• At least 1- 2 years experience in Linux or UNIX Systems Administration and Network Administration
• Professional experience with Software Support
• Fluency in English – both verbal and written

• Excellent communication skills (both verbal and written)
• Excellent organizational skills
• Good analytical and problem solving skills
• Ability to work within a team
• Strong customer driven focus
• Good presentation skills
• Ability to listen to clients and understand both situational and technical issues
• Focused & Results orientated
• Accuracy and attention to details

Preferred Technical and Professional Expertise

• At least 1- 2 years experience with
  • Spectrum Scale, Spectrum Fusion, Spectrum Insight or ESS
  • RedHat, Openshift or Ansible
  • Object Storage and Cloud Storage