Job Description

SR Technical Support Representative - IBM MaaS360

* Country:US
* State:TEXAS
* City:Austin
* Category:Software Development & Support
* Required Education:High School Diploma/GED
* Position Type:Professional
* Employment Type:Full-Time
* Contract Type:Regular
* Company:(0147) International Business Machines Corporation
* Req ID:350815BR
* Travel Required:Up to 10% or 1 day a week
* Min Salary:
* Max Salary:
* Currency:
* Location:Austin, TX US

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Introduction
Software Developers at IBM are the backbone of our strategic initiatives to design, code, test, and provide industry-leading solutions that make the world run today - planes and trains take off on time, bank transactions complete in the blink of an eye and the world remains safe because of the work our software developers do. Whether you are working on projects internally or for a client, software development is critical to the success of IBM and our clients worldwide. At IBM, you will use the latest software development tools, techniques and approaches and work with leading minds in the industry to build solutions you can be proud of.

Your Role and Responsibilities

In this role, you will work to setup and troubleshoot MaaS360. You will also work closely with different groups in our organization to collaborate with our R&D organization, to improve our product by providing feedback on customer needs/requirements, and help our sales organization achieve successful customer engagements.

Your Responsibilities will include:

* Troubleshoot clients advanced issues that are escalated from the first level.
* Assist in delivering paid service engagements to help deploy MaaS360
* Work with IBM's internal development to ensure timely issue resolution.
* Test and document new features as they are released.

Abilities & Skills:

* Accurately define incidents, problems, and events in the trouble ticketing system.
* Implement and document repeatable change processes and best practices.
* Design capabilities to find solutions to less common and more complex system problems.
* Understanding of system administration concepts for operating systems such as IOS, Android, Windows OS, and other mobile platforms.
* Deliver technical training to educate others or meet customer needs.
* Knowledge of Cloud-based knowledge management technologies and concepts related to security, governance, procurement, and administration.

Required Technical and Professional Expertise
We believe you are a good fit for this role if you are someone that can identify the solutions to niche system problems and are adaptable in the face of changing priorities.

* 2+ years of experiencing working with UEM products (MaaS360, Workspace One, InTune, MobileIron)
* Strong communication skills (verbal, written, and presentation).
* Advanced troubleshooting and deductive skills.
* Experience troubleshooting different integrated technologies (ActiveSync, VPN, DNS, HTTPS).
* Create user documentation (Tips, tricks, FAQs) as new features and apps are deployed.

Preferred Technical and Professional Expertise
* Experience working with Certificate Management
* Knowledge and/or experience with Azure
* SAML or IDP experience

About Business Unit
IBMs Cloud and Cognitive software business is committed to bringing the power of IBMs Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environmentswith complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners.

Your Life @ IBM
What matters to you when youre looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM
IBMs greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.

IBM intends this job to be performed entirely outside of Colorado.

Being You @ IBM
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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.