Technical Support Specialist

1 week ago

Dublin, Dublin City, Ireland beBeeTechnical Full time €90,000 - €115,000
Job Description

We are seeking a skilled Technical Support Specialist to provide assistance to customers using IBM Content Manager 8. The ideal candidate will possess strong problem determination and problem source identification skills, with the ability to troubleshoot complex issues related to CM8.

The primary focus of this role is to ensure seamless problem resolution and high customer satisfaction by working closely with other support teams and service units.

This opportunity allows for growth and development in one of IBM's key Content Manager products, with encouragement for continuous learning and professional development.

Key Responsibilities
  • Provide technical support assistance to customers using problem determination/problem source identification skills.
  • Utilize technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.
  • Communicate action plans to the customer or IBM representative as appropriate.
  • Recommend and implement new or improvements to existing technical support tools, procedures, and processes.
  • Mentor others on the team and contribute to department attainment of organizational objectives.
Required Skills and QualificationsIn-Depth Knowledge of CM8
  • Knowledge of IBM Content Manager v8 architecture, including libraries, resource managers, and database design.
  • Extensive hands-on experience with CM8 configuration, including item types, workflows, ACLs, and storage policies.
  • Strong understanding of Content Manager eClient, IBM Content Navigator, and CM APIs (Java, C++, Javascript).
  • Familiarity with WebSphere Application Server (WAS) and DB2 or Oracle Database as they relate to CM8 deployments.
Technical Expertise
  • Experience in Operating systems (Windows/Linux/UNIX) administration and troubleshooting.
  • Experience in Computer Networks and Communication.
  • Expertise in analyzing CM8 logs, traces, and system dumps to identify root causes of issues.
  • Ability to troubleshoot issues across application server, database, and content repository layers.
PREFERRED SKILLS AND QUALIFICATIONS
  • Knowledge of LDAP.
  • At least 1 year experience in Technical Support.
  • Experience with CM8 deployments.

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