Technical Support Professional

Your Role And Responsibilities

Technical Support Professional, IBM Corporation, Armonk, NY and various unanticipated client sites throughout the US (Up to 100% telecommuting permitted):

• Responsible for addressing advanced complex hardware setup and software installation issues.
• Advanced troubleshooting for incidents escalated from lower tiers (Tier 1, 2, 3) to ensure optimal system performance and minimal downtime.
• Act as an administrator implementing IT security policies and processes using tools such as Tenable and Security Center.
• Monitor and route system tickets via ServiceNow, manage tasks using Jira, generate operational reports, and coordinate system patching.
• Process DQL and SQL queries for accurate reporting and analysis.
• Serve in an administrator role, reviewing and updating Enterprise Content Management Solution (ECMS) training guides and user manuals; GSA objectives; and mentor/train new users in domain knowledge and best practices for large/complex issues.
• Develop and maintain the integrity of service desk software, and support disaster recovery exercises.
• They ensure smooth coordination, monitoring, logging, tracking, and resolution of all service desk support phases.
• They also provide client demonstrations upon request and support the GSA's missions, organizational objectives, and lines of authority.
• Utilize: Red Hat Enterprise Linux (RHEL) Linux and Windows OS, MS SQL Server (MSSQL), Apache Tomcat, Open Text Documentum, ServiceNow, Jboss, HP Quality Center, Java, PL/SQL, Python.
  
  

Required: Bachelor’s degree or equivalent in Computer Science, Engineering or related and two (2) years of experience as a Customer Technical Support Specialist or related. Two (2) years of experience must include utilizing Red Hat Enterprise Linux (RHEL) Linux and Windows OS, MS SQL Server (MSSQL), Apache Tomcat, Open Text Documentum, ServiceNow, Jboss, HP Quality Center, Java, PL/SQL, Python. $90000 to $126000 per year. Full time. SN131.

Required Technical And Professional Expertise

Bachelor’s degree or equivalent in Computer Science, Engineering or related and two (2) years of experience as a Customer Technical Support Specialist or related. Two (2) years of experience must include utilizing Red Hat Enterprise Linux (RHEL) Linux and Windows OS, MS SQL Server (MSSQL), Apache Tomcat, Open Text Documentum, ServiceNow, Jboss, HP Quality Center, Java, PL/SQL, Python.