Technical Support Engineer

Responsible for working collaboratively and individually to solve customer issues in a fast paced, ever changing, and complex environment. Directly responsible for providing timely responses to customers, supporting all components and processes of IBM SevOne NPM new and existing software.  The complexity of customer issues is advanced, and a moderate amount of guidance will need to be provided in performing tasks.  May be assigned to specific client or client group.
80%
* Provides accurate and efficient support to IBM SevOne NPM customers within software and operating systems by researching and identifying applicable solutions
* Provides timely and clear communication to customers
* Confirms and reports defects to development team once applicable analysis has been completed with customer
* Develops and writes technical documentation for the IBM SevOne NPM Knowledge Base
* Support all components and process of the IBM SevOne NPM software
* Support new and existing client software installations over the chat as well as via WebEx (desktop sharing) within established SLA's and SLO's
* Responsible for addressing customer issues and seeking resolution and overall customer satisfaction
* Assist customers in applying OS, DB, product updates

20% Perform other duties as required or directed