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BlackBerry Level 3 Tech. Support Specialist
Job description
**
  • Please note this position is located onsite in Dubuque, IA. RELOCATION IS REQUIRED. Remote work is NOT available for these roles.**
  • This center's mission supports our US Strategic outsourcing clients by providing high-value information technology services to IBM customers, while all along providing the maintenance and monitoring of computer hardware and systems to our valued business clients in the United States.

    IBM is now seeking talented Technical Support Specialists to come in and be responsible for providing 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:
  • Ability to architect and integrate wireless smartphone solutions into new or existing infrastructure, including cost analysis
  • Provide BlackBerry Enterprise Server (BES) administration
  • Experience in performing 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
  • Working knowledge of DB2 and MS SQL implementations of BlackBerry
  • 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 iPhone, Good Mobile Messaging, and Intellisynch
  • 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 of unresolved and more complex problems toRIM as appropriate.
  • Ability to 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 external and internal clients
  • Experience and ability to lead other wireless, network, email, and system admins in resolving complex wireless messaging problems.
  • Experience and ability to lead other wireless, network, email, and system admins in design and implementation of new, large scale, complex wireless messaging solutions, including high availability, scalable, and cloud computing solutions

    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
    • At least 4 years experience in Wireless and mobile technologies
    • Certified in BlackBerry Certified Solution Designer or BlackBerry Certified Server Support Specialist


    Additional information
    IBM's Integrated Technology Delivery (ITD) is responsible for worldwide service delivery in support of IBM's Strategic Outsourcing business. ITDelivery, which manages the world's largest privately-owned IT infrastructure - with 426 data centers, is charged with reinventing service delivery by leveraging IBM's global scale, skill set and technology. IBM ITD's Technical Services Delivery Center in Dubuque, IA. is focused on increasing ITD delivery quality. Integrated Technology Delivery (ITD) 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.

    • You'd expect that a company dedicated to helping others innovate would have some pretty innovative programs for their own employees, too. So do we. Be a part of something great.

    IBM Offers:

    • Career Development
    • Performance Bonus Program
    • Medical, dental and vision benefits
    • Work and personal life balancing
    • Income protection
    • IBM Employees Stock Purchase Plan
    • Company:
      IBM Corporation
    • Location:
      Dubuque, IA
    • Job Status/Type:
      Full Time, Employee
    • Job Category:
      IT/Software Development
    • Occupations:
      General/Other: IT/Software Development
    • Industry:
      Computer/IT Services
    • Work Experience:
      2+ to 5 Years
    • Career Level:
      Experienced (Non-Manager)
    • Education Level:
      High School or equivalent
    • Reference Code:
      ITD-0466154
    Apply Online

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