Remote Technical Software Support Specialist ( Italian )

• 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
Language Requirements:
• Advanced / fluent in English and Italian.
Beside those mandatory requirements, more languages as German, French, Spanish or with other European languages is appreciated.
Required Soft Skills and Traits:
• Strong communication skills (oral and written)
• Excellent problem solving skills; logically and analytically minded
• Having the desire to tackle complex problems
• Exceptional motivation to develop a deep technical career
• Team collaboration
• Ability to perform under pressure
• Ability to multi-task
• Willingness to learn
• Willingness to travel
Additional information:
*The company will provide product and process training to support product specific environment.
Nice to have skills for support of IBM ESS (Lotus) products:
• Experience with the IBM Notes & Domino and / or IBM Sametime and / or IBM Connections Product environment.
• Client Operating system knowledge (Windows 7,8,10 and / or Apple Mac)
• 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.)
• General Relational Database administration and SQL knowledge (e.g. how to use specific tools and create simple SQL commands)

Here you’ll collaborate with extraordinary professionals in a creative environment to drive the future of Information Technology in the Internet-of-Things area.
Responsibilities:
• 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