SaaS Support Engineer

  • Full Time
  • Kerala


About the job


At IBM, work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so, lets talk.

Your Role and Responsibilities

In this role, you will work directly with the customer’s IT management and/or First Level Support to integrate and troubleshoot MaaS360. You will also work closely with different groups in our organization to help customer lifecycle management, collaborate with our R&D organization to improve our product by providing feedback on customer needs/requirements, and help our sales organization achieve successful customer engagements.

Required Technical and Professional Expertise

At least 1 year of technical support experience troubleshooting complex issues primarily related to software or web-based solutions. 2 Plus years of related experience.
Demonstrated hands-on experience with smartphones, tablets, and laptops in a business environment.
Experience with Azure or Office365 a plus

Preferred Technical And Professional Expertise

Accurately define incidents, problems, and events in the trouble ticketing system.
Develop, update, and/or maintain standard operating procedures (SOPs).
Design capabilities to find solutions to less common and more complex system problems.
Understanding of system administration concepts for operating systems such as macOS, iOS, Android and Windows.
Deliver technical training to educate others or meet customer needs.
Knowledge of Cloud-based knowledge management technologies and concepts related to security, governance, procurement, and administration.
Working as an IT administrator and operating within a ticketing system.
Good understanding of various operating systems; Android, iOS, macOS and Windows (Home, Enterprise and Server).
Experience in testing and troubleshooting across previously mentioned technical domains.
Previous experience supporting internal and external customers, with passion and ability to educate and train them on their new MDM solutions.

About Business Unit

Your Life @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

About IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location Statement

When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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