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BlackBerry Tech Support Specialist (Level 2)

Hot job, which is either high priority or requires unique or specialized skills.
Job IDSO_DEL-0582253Job typeFull-time Regular
Work countryUSAPosition typeProfessional
Work cityDubuque,IAPosted02-Aug-2013
TravelNo travelJob areaIT & Telecommunications (non consulting)
Business groupSO DeliveryJob categoryIT Specialist
Business unitGeoSrvDeliveryJob roleSystems Management Specialist
Job role skillsetRIM Blackberry Enterprise Server
Commissionable/Sales-Incentive jobs onlyNo

Job description
Remote work is not available. All work is conducted at IBM's Dubuque, Iowa Domestic Delivery Center. Relocation to Dubuque, Iowa is required and reimbursement is not provided. IBM's Domestic Delivery Center in Dubuque, Iowa is seeking talented Technical Support Specialists to provide BlackBerry Enterprise Server (BES) administration. This is a position that is customer focused, requiring excellent customer service and communication skills, sound technical knowledge of BES, BlackBerry devices and software. Duties / Responsibilities / Experience:
  • Experience providing level 2 and 3 support of the BlackBerry application Demonstrate an understanding of wireless carriers domestic and international
  • Demonstrate proficiency with BlackBerry handheld devices
  • Working knowledge of Tangoe Mobile Device Manager
  • Working knowledge of Concevium and/or Boxtone monitoring tools
  • Ability to provide 24x7 on call sev1 support for BES related issues
  • Ability to independently troubleshoot BlackBerry technical problems
  • Support end users with Blackberry handheld issues.
  • Possess significant Lotus Domino and/or MS Exchange server-side experience
  • Ability to interact with high level executives in a professional manner
  • Experience with Exchange or Domino or Groupwise
  • Demonstrates solid written and oral communications skills.
  • Develop documentation, Propose FAQ's around solutions and issues.
  • Ensure customer cases are managed to meet the commitments.
  • Processes and responds to telephone, email and web requests for assistance and service.
  • Investigates and troubleshoots routine client software and hardware issues; resolves as appropriate.
  • Timely Escalation unresolved and more complex problems to level 3, Team Leads and RIM as appropriate.
  • Ability work independently as well as part of a team as required.
  • Demonstrate strong client relationship skills
  • Show the ability to interface with delivery and account personnel
  • Follow agreed processes and procedures for providing solutions to customer requests or issues.
  • Maintain call quality standards at the level set to meet customer expectations including adherence to work schedules and standards.
  • Deliver customer communication to the appropriate level of understanding to ensure a successful outcome.
  • Document policies, procedures and issues in ticketing system as well as in internal knowledge base.
  • Ability to analyze and make recommendations to better assess, assist and meet the needs of internal clients.
  • Required
    • High School Diploma/GED
    • At least 3 years experience in wireless and mobile technologies
    • At least 2 years experience in Lotus Domino and/or MS Exchange (Server-side)
    • English: Fluent
    Preferred
    • Associate's Degree/College Diploma in Information Technology
    • Certified in BlackBerry Server Support Specialist
    Additional information
    GTS-SO’s mission is to leverage IBM’s global scale and advanced technology to deliver standardized solutions that are more automated, repeatable and globally integrated. Through our strengthened global position, clients gain cost advantages, access to industry-leading skills and access to IBM's scale and overall flexibility. The Domestic Delivery Center in Dubuque, IA is focused on increasing GTS-SO delivery quality. Global Technology Services (GTS) brings together all of IBM's service delivery capabilities for Strategic Outsourcing.
     
    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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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