Support Specialist L2/L3 - Petaling Jaya, SGR

Job Description

Software Technical Support Specialist L2/L3

For a start, the selected candidate will work on Storage Auto Provisioning Project, it is a solution based on OpenStack which automate storage volume allocation with SAN Volume Controller (SVC), the selected candidates should be able to work comfortably with SVC and its configuration to reproduce and respond to production/field issues. In long term, it is expected to be assign to other projects within the storage domain areas, supporting strategic outsourcing accounts, clients and users.

Job Responsibilities

• Problem determination, attend/address daily production tickets and field issues.


• Work closely with clients/users, development and testing team to resolve production issues.


• Involved in account deployment activities.


• Involved in applications/tool and production environment infrastructure updates.


• Communicates with clients, management, lead and/or team members on a timely basis to exchange information regarding status of work, of potential or existing problems, and to provide assistance and suggestions.


• Proactively detect issues/problems and propose solutions, due to process, communications or accounts management.


• Conduct training and support Q&A for clients/users.


• Maintain support team documentation, web portal and WIKI updates/contributions.


• Attend account meetings, team meetings and project meetings.

Job Require

• A good Bachelor Degree or equivalent in Computer Science, Software Engineering, Management Information System or Business Computing.


• Working experience from 5 to 8 years in L2/L3 support environment.


• Knowledge and experience in storage related technologies and domain areas.


• Knowledge and experience of SVC setup and usage.


• Knowledge and experience of Open Stack.


• Knowledge and experience of Web.


• Knowledge and experience of Linux admin experience is a must, no need to be an expert, but an advanced Linux user (rpm install / configuration …)


• Ability to articulate a problem and translate it into a written report


• A team player, self-managed, independent and pro-active attitude.


• Good written, verbal, and presentation skills in English is a must.


• Experience in dealing with production issues, communicate with users/clients in analyzing and propose solutions.

Required Technical and Professional Expertise

• Knowledge and experience in storage related technologies and domain areas.


• Knowledge and experience of SVC setup and usage.


• Knowledge and experience of Open Stack.


• Knowledge and experience of Web.


• Knowledge and experience of Linux admin experience is a must, no need to be an expert, but an advanced Linux user (rpm install / configuration …)


• Ability to articulate a problem and translate it into a written report

Preferred Technical and Professional Experience

• Knowledge and experience in storage related technologies and domain areas.


• Knowledge and experience of SVC setup and usage.


• Knowledge and experience of Open Stack.


• Knowledge and experience of Web.


• Knowledge and experience of Linux admin experience is a must, no need to be an expert, but an advanced Linux user (rpm install / configuration …)


• Ability to articulate a problem and translate it into a written report

Required Education

Associate’s Degree/College Diploma

Preferred Education

Bachelor’s Degree

Travel Required

No Travel

Is Extensive Time Away From Home Required?

No

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.

Eligibility Requirements

• Knowledge and experience in storage related technologies and domain areas.


• Knowledge and experience of SVC setup and usage.


• Knowledge and experience of Open Stack.


• Knowledge and experience of Web.


• Knowledge and experience of Linux admin experience is a must, no need to be an expert, but an advanced Linux user (rpm install / configuration …)


• Ability to articulate a problem and translate it into a written report

Primary job category

Software Development & Support

Growth Play

Cloud