Introduction
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
Responsibilities: must include but not limited to

• 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 extending/taking shift to cover North America working hours.

Required Technical and Professional Expertise

• ECM platforms knowledge such as SharePoint, FileNet, Email, Documents would be a plus.
• Understanding of ECM architecture, features & capabilities including document management, records management, workflow automation and collaborative tools.
• Understanding of database management systems (DBMS) commonly used with ECM systems such as IBMDB2, Microsoft SQL Server, Oracle, MySQL, or PostgreSQL.
• Basic understanding of web development technologies (HTML, CSS, JavaScript) for customizing ECM interfaces and extending functionalities.
• Strong analytical and problem-solving skills to diagnose and resolve technical issues within ECM systems.
• Familiarity with troubleshooting tools and techniques for identifying root causes of problems, such as log analysis, performance monitoring, and debugging.
• Familiarity with Java based application server such as WebSphere Application Server and WebSphere Liberty would be a great advantage.
• Understanding the essential components of modern IT infrastructure of LDAP protocol and load balancing technique.

Preferred Technical and Professional Expertise
Problem Solving:

• Strong analytical and problem-solving skills to diagnose and resolve technical issues promptly.
• Ability to think critically and creatively to develop innovative solutions.

Customer Service Skills:

• Excellent communication skills, both verbal and written, to effectively communicate technical information to non-technical users.
• Patience and empathy when dealing with customers who may be frustrated or unfamiliar with technical concepts.
• Ability to manage and prioritize multiple support requests efficiently.

Documentation:

• Capability to document troubleshooting steps, solutions, and best practices for future reference.
• Writing skills to create user guides, FAQs, and knowledge base articles.

Teamwork:

• Collaboration skills to work closely with other technical support team members, developers, and product managers to address complex issues.
• Willingness to share knowledge and assist colleagues in resolving technical challenges.

Continuous Learning:

• Eagerness to stay updated with the latest ECM technologies, software updates, and industry trends.
• Willingness to pursue relevant certifications to enhance skills and credibility.

Time Management:

• Ability to manage time effectively to meet service level agreements (SLAs) and resolve customer issues within agreed-upon timelines.
• Prioritization skills to handle urgent requests and escalations.

Adaptability:

• Flexibility to adapt to changing priorities, technologies, and customer needs in a fast-paced support environment.
• Ability to learn new software and tools quickly.

Attention to Detail:

• Thoroughness in investigating and documenting technical issues to ensure accurate problem diagnosis and resolution.
• Attention to detail in providing precise instructions and solutions to customers.

Security Awareness:

• Understanding of cybersecurity principles and best practices to ensure the confidentiality, integrity, and availability of ECM systems and data.