Associate Technical Support Engineer
Location
Pune | India
Job description
It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description Summary: The Associate Technical Support Engineer assists Rocket customers with questions and problems regarding the installation, setup, configuration and functionality of Rocket Software products. The Engineer will troubleshoot reported symptoms to aid in the resolution process either directly for the customer or to help guide the development team in providing permanent solutions. The Engineer will typically work as part of a team with limited direction
The AssociateTechnical Support Engineer (TSE) will be part of a team of support engineers in a fast-paced support organization with the primary mission of providing world-class support to Rocket's customers and partners. The person selected for this role will be expected to provide Level 2 customer support primarily for Rocket's iCluster products. This person will provide telephone support to customers to resolve problems and develop creative solutions to unusual requests. Our customers have come to expect that the Technical Support Engineers can discuss and understand complex issues so Rocket Software does not use entry-level help desk agents for this position.
To enable the successful candidate to provide this world-class support he/she will learn the complex concepts behind the products to assist and guide the customers in developing their iCluster solutions following industry best practices using the Rocket iCluster products
Qualifications:
- Excellent communication skills is a must. Support is worldwide. English is our primary language, however, candidates capable of discussing complex technology concepts in other languages (as Spanish, French, German, Italian, and especially Mandarin) would be considered with priority.
- 3+ years of technical engineering support
- Advanced level technical skills and an understanding of workflow processes are crucial to be successful in this position.
- Must have excellent critical thinking skills and can grasp complex technical issues and explain those issues in a straightforward manner through verbal instructions or detailed emails with documented steps.
- Need the ability to function in a shared desktop environment to guide customers to the solution.
- A minimum of two years IBM System i experience is required. You will need a thorough understanding of the IBM System i, including IBMi 7.3 and later, and development tools including SQL.
- The ability to work alone and investigate resources to find solutions outside of area of expertise.
- Knowledge of Journaling - local and remote is critical for this position
- Ability to troubleshoot the following:
- TCP/ip communications
- DDM communication
- CL programming
- Security changes
- IBM job scheduler
- Job trace
Plus factors for consideration are:
- Programming experience is preferred in order to ensure a good understanding of the development
- process, although the job does not involve programming activity.
- Experience in Disaster Recovery
- Experience with High Availability solutions
- Experience with IBM Power HA
- Experience in Business Continuity
- Any certification on IBM iSeries
- Must be available for after-hours, weekend and/or holiday work
- Bachelor of Science Degree preferred
Rocket Software Inc. 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. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to [HIDDEN TEXT]. We will make a determination on your request for reasonable accommodation on a case-by-case basis.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
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