Remote Technical Software Support Specialist

Employer: Stefanini Romania
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 22.10.2016
    Short company description

    Stefanini offers consulting services, solution development and integration, BPO, application and infrastructure outsourcing, and more. With support in 32 languages and the flexibility of a global company, Stefanini is focused on efficiency and meeting unique regional needs.


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    • Basic MS Windows Sever and UNIX administrative knowledge (installation, create/modify users, manage system settings and services).
    • General IT administrative knowledge, basic notions and exposure to server architecture and operations (e.g. what is a cluster, load balancer, how to troubleshoot a user/sw error).
    • Basic understanding of programming and or scripting concepts, preferably from a Java environment perspective (e.g. what is a class, what is a method or property, how to inherit).
    • Basic Networking knowledge.
    • Advanced / fluent English and at least one of the following: German/French.
    • Strong communication skills (oral and written). Team collaboration.
    • Excellent problem solving skills; logically and analytically minded.
    • Having the desire to tackle complex problems.
    • Ability to perform under pressure and to multi-task. Willingness to learn and travel.
    • IBM Tivoli Monitoring (including the various agents) / IBM Workload Scheduler / IBM Tivoli Enterprise Management Server / IBM Tivoli Enterprise Portal Server - nice to have.
    • Experience with the IBM Notes & Domino and / or IBM Sametime and / or IBM Connections Product environment - nice to have.
    • Client Operating system knowledge (Windows 7,8,10 and / or Apple Mac) - nice to have.
    • Basic web application architecture and functionality knowledge (e.g. what is a web server, what is HTTP, how does a web browser communicate with an application server, etc.) - nice to have.
    • General Relational Database administration and SQL knowledge (e.g. how to use specific tools and create simple SQL commands) - nice to have.


    • As a member of the technical support center team, you would be responsible for providing remote technical software support for software products to clients in Europe and Middle East Africa.
    • Resolve software related technical service requests.
    • Provide Level 1 remote technical support for IBM software products.
    • Analyze problems/situations, understanding problem impact on client business.
    • Perform software problem determination, problem source identification, and develop action plans to resolve software problems utilizing a range of tools, techniques, knowledge bases, and processes.
    • Perform problem situation management and end-to-end problem ownership.
    • Maintain positive client relationships even in severe and pressurized situations.
    • Contribute to high client satisfaction by meeting contractual obligations and customer expectations.
    • Engage next level of support where required and work together with global Level 1 and Level 2 Technical Support Teams.