BlackBerry Level 3 Tech. Support Specialist
IBM - Dubuque, IA

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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

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


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

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.

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