Technical Support Engineer

TECHNICAL SUPPORT ENGINEER

WORKPLACE: AMSTERDAM

1. JOB DESCRIPTION:

The main job role is to provide technical support to our customers from EMEA. The Support centre is part of the IBM Rational Worldwide Support team which is located in different countries.

2. RESPONSIBILITIES:

The engineer will be responsible for troubleshooting customer issues with IBM Rational, in particular the CLM Solutions and will need a strong ability to diagnose and troubleshoot complex cutting edge systems and technical configuration in an English speaking environment.

Primary responsibilities will include:

Providing day-to-day customer contact and actively seeking and documenting resolution to customer problems with designated products and service lines;

Investigating, diagnosing and analysing technical problems reported by customers;

Interfacing with internal technical and customer service personnel;

Tracking open incidents and driving towards timely resolution based on goals and follow-up with customers;

Working with development engineers to diagnose problems and identify corrective actions for customers;

Reviewing and updating knowledge base and technical support documentation to reflect current technical information on product.

3. REQUIRED:

Graduated in Computing Science/technical studies;

Good spoken and written English and French

Good communication skills;

Knowledge of the software development process: requirements management, source code management, defect management and software testing, Eclipse or Microsoft Visual user interfaces.

Knowledge of Application or web Servers (Apache, Tomcat, WebSphere)

Computer network basics;

Database basics;

Problem-solving abilities;

Ability to work in a team.

4. NICE TO HAVE:

Working knowledge of Eclipse;

Working knowledge of Linux

Knowledge of German, or other European languages.

5. WHAT WE OFFER:

Full time job with a defined contract, working for a leading IT corporation;

Mentoring on the job and career development;

Technical and soft skills trainings;

Large Information and Knowledge Base;

Contact with novel, world-wide recognized technologies;

Work experience in an international and multicultural environment;

Diversity of tasks and challenges, also non technical;Michael Bailey International is acting as an Employment Business in relation to this vacancy.