Technical Support Representative
Best Buy Canada
MacOS
Technical Support Engineer
PartnerOne
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Provides SUPRA technical support via phone, email or online conference for licensed customers, field personnel, partners and re-sellers.
- Coordinates problem-solving efforts, provides regular communication to customer, record keeping of research
- Performs Root cause Analysis
- Analyzes data and runs tests upon finding a root cause
- Determines and recommends the appropriate actions to take
- Determines the appropriate method for delivering the resolution to the customer, be it via mentoring, patch, hot fix or inclusion in a new release.
- May serve as onsite consultant for Services projects or complex product problem debugging. Service projects could be used as a training method to get Service Engineer current on the product.
- Participate in 24/7 on-call support for customers.
Requirements
- Dump analysis: an application abend dump i.e. reading hex, not using abend analyzer tools
- Knowledge of CPU multi-tasking, threads, queueing theory
- IBM SUPRA knowledge a strong plus.
- Experience with IBM Assembler Language, C, Pascal
- Experience with IBM z/OS JCL
- Experience with IBM utilities like IEBGENER, IMASPZAP
- Experience with CICS - systems programming knowledge a plus
- Experience as a DBA is a strong plus.
- Experience in providing technical support for a software product.
- Experience with delivering patches, hot fixes and service packs.
- Good interpersonal and communication skills, clear communicator both verbal and written
- 5+ years overall experience in at least some of the above items.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IBM SUPRAIBM Assembler LanguageCPascalIBM z/OS JCLIEBGENERIMASPZAPCICSdump analysisroot cause analysis
Soft skills
interpersonal skillscommunication skillsproblem-solvingmentoringclear communication