IBM Software Support Specialist Role (Level 1)
Recognising a significant market opportunity Origina has created a mould-breaking business that delivers a vastly improved customer-centric support service, using the same technical resources that IBM currently does, but at a significantly reduced cost.
Origina has extensive internal technical expertise and by harnessing the power of the collective support ecosystem it has evolved from its origins as an IBM Business Partner to become the only credible alternative provider of software maintenance for IBM software products.
Headquartered in Dublin with locations throughout the world Origina delivers value-based and cost effective services to a wide spectrum of international customers.
What are we looking for?
Origina is looking to appoint a focused, passionate and driven individual who has a flair for investigating, troubleshooting and managing support related issues and is looking for a challenge. We are looking to build on that knowledge and provide an environment where an individual can enhance and tune those skills further and become an alternative to IBM.
One of the services that Origina provides to its clients is alternative & independent support for IBM software. The software products falling primarily across Tivoli, Lotus, IM & Analytics, Websphere, Rational & Infrastructure. We are seeking individuals to join our Support team, learn about the various products that we support and become the go-to person for providing assistance relating to support issues.
The successful candidate will be primarily based within our Dublin office but there may be a requirement to provide onsite support to our Clients where required. They will have the responsibility for assisting and ensuring all client support issues are resolved in a timely manner and ensuring associated SLAs are met.
The IBM Software Support Specialist role…
Our ideal candidate for this role should be a self-motivator. He/she should be a people person and team player with a track record for providing quality customer support. Our preference will be for candidates who have consistently over-performed, who have demonstrated unique skills in previous roles, and who have a successful background in a technically challenging & ideally client facing role.
The candidate should be able to demonstrate the attention to detail that is required to be able to deliver at this level, manage a broad number of support queries at any one time, and to be able to back this up with relevant experience.
Responsibilities of the Software Support Specialist
• Provide world-class trouble shooting and technical support for IBM software products
• Ensure understanding of underlying IT infrastructure hardware, software & associated components and troubleshoot issues to identify cause.
• Ensure necessary understanding of associated operating systems to provide end to end resolution of software issues. Including but not limited to: AIX, OS400, Microsoft Windows, VMware, Hyper-V.
• Ensure customer satisfaction when handling an incident – actively supporting the customer and keeping them up to date though-out an incident lifecycle.
• Ensure that all service level agreements between Origina and their customers are adhered to when managing multiple incidents.
• Contribute to the growth of the support division. New ideas and forward thinking are always encouraged.
• Actively learn and develop individual technical skills and abilities with the support of the senior technical team.
Required Skills:
• Candidates with a solid foundation in supporting IBM software products, possess good communication skills and a demonstrable background in providing world-class customer service will be at a distinct advantage, but not a requirement. Previous presentation experience would be advantageous, but not essential.
• Previous experience with IBM hardware & software technology (iSeries, pSeries, Mainframe) will again be a substantial advantage, but not essential.
• Fluent English Speaker and right to live and work in Ireland/Europe.
• Excellent organisational skills, including the ability to prioritise workload to meet deadlines.
• Reliable, confident and articulate
• Exceptional interpersonal ability
• Strong work ethic
• Highly driven individual with a mind-set for delivering exceptional customer service and quality.
• The ideal candidate will be tenacious, detail-orientated and thorough throughout.
• Be able to display an aptitude for troubleshooting issues, thinking outside the box.
• Keen interest in software technology and aptitude for learning new skills.
• Ability to maintain composure when faced with difficult issues.
• Excellent customer facing skills.
• Ability to work in partnership with technical teams and business stakeholders
• Excellent time management and verbal/written communication skills.
Benefits:
Type: Full time position following 6 month probation and satisfactory review.
Experience: Junior level
Functions: IBM Software Support Specialist (Level 1)
Salary: €20k-€24k per annum + paid holidays + subsistence expenses where applicable, depending on candidate experience.
Hours: Standard working hours are 09:00 – 17:30.
Other benefits: Health Cover & Pension Plan
