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Job Title: Security Systems - Infrastructure Security L2 Technical Support
Company: IBM
Location: Pune
Website: www.ibm.com
Eligibility: Graduates / PG
Click to assess yourself on the required skill before applying!
Skills: Troubleshooting/debugging techniques and tools to analyze
Experience: 12 - 24 months
Job Summary: Job description Required Exp : 12 - 24 months
IBM Security Systems is a new division in IBM Software Group focusing on product development and support on Security related products. IBM is a strong leader in Security domain, and Infrastructure Security segment in IBM's security portfolio helps different organizations protect their Information, Network and Infrastructure against various vulnerabilities and latest known and unknown Threats. The L2 Specialist role is a part of IBM Security L2 Technical Support team that provides IBM customer with the standard level of remote technical advice, diagnostic assistance, solutions to problems, defect and non-defect, associated with the customerís solution in the areas of intrusion detection & prevention, firewalls, vulnerability scanning, etc.

As a Level 2 Support engineer you will:
-Provide advanced technical support to IBM customers in Asia Pacific.
-Assist customers via email, telephone, and/or Remote Access tools.
-Analyze customer problem & service requests and resolve them within agreed service levels.
-Use troubleshooting/debugging techniques and tools to analyze technical problems.
-Answer product related queries.
-Advise customers on best practices, if required.
-Use problem management systems to search for known problems and/or create new problem entries.
-Increase IBM's Self-Help knowledge base, by creating knowledge articles wherever needed.
-Engage Development teams for issues that need a resolution through code fixes.
-Provide feedback to the Development Team on Product feature enhancements.
-Provide Test cases or run tests.
-Provide product related assistance to Pre-Sales/Sales/Deployment teams.
-Create/Deliver technical training/ Webcast for Customer and Business Partners.
-Occasionally provide off-shift support (for critical issues only) on Weekends/Public holidays.
- Provide reporting to management on a regular basis
- Remain current on IBM Infrastructure Security products through self directed training and structured product or vendor related training.
- Work in close collaboration & coordination with Infrastructure Security teams WW and the geographies serviced.
- Contribute to high level of customer satisfaction, Keep customer abreast of problem status, set clear expectations, and provide timely follow-up.
- Utilize internal guidelines and document all communications with customers related to outstanding technical issues in order to resolve or escalate to next level.
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Contact: Click Here To Apply
Reference Code: SWG-0620829
Posted Date: Nov 22, 2013

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