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date title
07/04/09
referral award  not applied
  Software Services Specialist for Tivoli
IBM Suisse
Zurich

Software Services Specialist for Tivoli
Software Product Support Specialist for Tivoli products:
You help clients to solve Tivoli software related problems. You receive and record incident related information, validate customer problems and strive to solve the problem or answer the question by using a variety of tools, techniques/procedures, your knowledge and your experiance.
You take resolution ownership, and communicate the solution or the first action plan to the client or IBM technical contact persons. You identify and recommend updates to knowledge based systems and maintenance packages.

You provide remote technical support for TIvoli in assisting clients in problem identification and IBM technical personnel on multiple products in the high volume through complex systems/high availability products in a multi-vendor, multi-protocol networks environments.
You work in a remote team within the German speaking part of Europe.

Specific Tasks:
Request and analyze configuration-, trace-, logdata
Imitate customer's environment to isolate problem, also if problem is complex and environment heterogenous
Research in databases and literature
Develop solutions to circumvent the problem
Solve cross-platform issues via cross-teaming
Collaborate and communicate tightly with national and international customers and with worldwide support organization within IBM
Identify software deficiencies and recommend practical relief
Autonomously coordinate complaints and critsits
Give OnSite support in critical situations / escalations
Qualifications: Bachelors Degree
Experience: 5 years +
Languages: German : Speak / Write Fluently
English : Speak / Write Fluently
Job-Type: open-ended
Remuneration: unspecified
Permit Type: EU National
Region: Zurich
Required
Bachelor's Degree
At least 2 years experience in IBM Tivoli Storage Manager Knowhow
At least 2 years experience in Unix Operating System Know How
At least 2 years experience in MCSE: Microsoft Certified Systems Engineer
English: Fluent, German: Fluent

Preferred
Master's Degree in Information Technology
At least 4 years experience in IBM Tivoli Storage Manager Knowhow
At least 4 years experience in Unix Operating System Know How
At least 5 years experience in MCSE: Microsoft Certified Systems Engineer

Desired experience
Technical knowledge of IBM Tivoli Middleware products (mainly Tivoli Storage Manager, Enterprise Console, Identity and Access Manager, Directory Server and Monitoring). Wishful experiance in Content Manager and OnDemand.
Technical knowledge of underlying operating system platforms (z/OS, AIX, Linux, Windows).
Ability to solve problems and give guidance to customers with problems and questions regarding installation, administration and operation of Tivoli products.

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, national origin, genetics, disability, age, or veteran status.

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