Technical Services Engineer – L1 Job Vacancy in IBM Bengaluru, Karnataka – Updated today

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Location : Bengaluru, Karnataka
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Job Description : Introduction
Implement and support mobile device management solutions, administer phone registration and advises on enterprise policies; installs, upgrades, configures, tests, maintains and supports operating system software in a production environment. Manages enterprise-class mobile device management solutions for IOS, Android and Windows devices.

Your Role and Responsibilities
Who you are:
You will work directly with the customer’s IT Admins and assist them in resolving any issue that are reported around MaaS360 application. This would require you to be available on Phones, Chats and Web-tickets.
You will also work closely with Development/QA/Product team to help them enhance the Product functionality based on client feedback.
What you’ll do:
Provide technical support to IT Admins and Consultants via Telephone, Chats and Web-tickets.
Resolve customer technical issues through diligent research, reproduction, and troubleshooting.
Prepare solution documents, how to documents, FAQ’s, and other support documents for inclusion in the MaaS360 knowledge base.
Work with internal groups like Development, QA and Product Management to coordinate issue resolution.
Provide customers with regular updates and feedback on their service requests., including verifying the requirement, isolating and diagnosing the problem, and resolving the issue within the defined SLA.
Provide Weekend coverage as per the shift schedule.
Reproduce product behaviors to determine the problem root-cause(s), issue work-around and solutions.
Proactively participate in product Training sessions.
Offer feedback on future product development features and functions.
How we’ll help you grow:
You’ll have access to all MDM technical training courses you need to become the expert you want to be.
You will work closely with the SME’s to learn more on the product and how to handle client escalations.
There are multiple squads/verticals within MaaS360 business unit that can be explored based on your interest and performance.

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Required Technical and Professional Expertise

Knowledge of Cloud-based management technologies and concepts related to security, governance, procurement, and administration.
Must have good knowledge of the latest Mobile OS platforms, Windows Operating Systems and working knowledge of Apple Mac.
Hands on experience with different Mobile OS navigation like Settings menu, basic app troubleshooting, browser setting navigation, etc.
Must have a proven ability to work both independently and with a team.
Must possess a dependable, punctual and professional demeanor.
Strong customer focus, process adherence and ability to prioritize the workload.
Ability to act rapidly and logically under pressure and make effective use of others in resolving problems.
Prior working knowledge in MDM (Mobile Device Management) will be an added advantage.

Preferred Technical and Professional Expertise

About Business Unit
IBM Security offers one of the most advanced and integrated portfolios of enterprise security products and services. The portfolio, supported by world renowned IBM X-Force® research, enables organizations to effectively manage risk and defend against emerging threats.

IBM’s security portfolio provides solutions to organizations which holistically protect their people, data, applications and infrastructure. IBM operates one of the world’s broadest security research, development and delivery organizations, monitors 20 billion security events per day in more than 130 countries, and holds more than 3,000 security patents.

Your Life @ IBM
Are you craving to learn more? Prepared to solve some of the world’s most unique challenges? And ready to shape the future for millions of people? If so, then it’s time to join us, express your individuality, unleash your curiosity and discover new possibilities.

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Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It’s time to define your career.

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.

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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, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, 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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