Tech Supp Spec EMEA/APAC

ibml, ibml House; England; On-site; GBP 35,000 - 60,000; Full time

Job summary

ibml is seeking a Technical Support Specialist to deliver first and second line customer support. The role involves travel up to 50% domestically and internationally, assisting in pre and post-installation tasks, and conducting on-site training for customers and third-party staff.

The candidate will maintain expert knowledge of IBML hardware and software, provide timely support, and help generate accurate product documentation and customer feedback for engineering and development teams.

Qualifications

• Bachelor’s degree or equivalent work experience in a relevant field.
• Excellent communication skills with internal teams and customers.
• Experience delivering training and supporting customers.
• Knowledge of Windows operating systems and LAN technologies.
• Ability to gather business requirements from customers and translate them to technical teams.
• Familiarity with VB6, VB.Net, Java and basic Web development.

Responsibilities

• Provide both first and second level customer support.
• Travel up to 50% domestically and internationally.
• Assist in pre-installation planning and post-installation support tasks.
• Conduct customer training on-site.
• Maintain knowledge of IBML hardware and software.
• Produce clear hardware/software documentation.

Skills

Communication skills

Training delivery

Customer liaison

Windows OS

LAN technologies

Requirements gathering

VB6

VB.Net

Java

Web development

SQL databases

Oracle DB

DB2

Informix

Sybase

Multilingual

Education

Bachelor’s degree

Job description

The Technical Support Specialist function is to a Application / Hardware Systems Specialist by:

Provide First and Second Level Customer Support services.

Must be willing to travel both domestically and internationally to resolve customer problems.

Travels up to 50%

Must be fluent in and English

JOB DESCRIPTION

ROLE AND RESPONSIBILITIES

• Reporting to the Director of Service – EMEA/APAC
• Provides both first line and second line support services
• Where required, assists the Director of Professional Services – EMEA/APAC in pre-installation planning (e.g. scheduling, site planning, training, etc.) and post-installation customer support issues
• Performs customer training on-site that is both thorough and timely.
• Provide input and feedback to Product Engineering and Software Development, as requested, to assist in the development and testing of new products and current product modifications and enhancements
• Maintains current and thorough knowledge of all ibml hardware and Software functionality.
• Provides effective, timely and competent support assistance to customers as well as IBML and third party hardware and software support personnel
• Ensure proper management and control of all company assets (tools, documentation, software, intellectual property, etc.).
• Strives to ensure that the highest possible level of customer satisfaction is maintained at all times
• Assists in the development and maintenance of accurate and complete hardware and software documentation.
• Conducts effective, thorough and organized training for customers and third party support personnel as requested.
• Meets all schedule deadlines.
• Must be able to travel both domestic and international
• Other duties and tasks assigned by Director of Services

PREFERRED SKILLS, QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Desired minimum of Bachelor’s degree in business, computer sciences, management information systems and/or 5 years equivalent work experience with delivery, integration or solution support..
• Excellent communication skills with all levels of personnel both internally and with our customers, orally and written.
• Skills in conducting training classes both at customer sites and at IBML facilities
• Skills in any foreign languages is a plus
• Knowledge of Windows operating systems.
• Knowledge of LAN technologies
• The ability to gather business requirements from customers.
• The ability to train all levels of personnel on IBML scanning platforms
• Computer languages including but not limited to Visual Basic 6.0, VB Net, Java is a plus
• Knowledge of Web development is a plus
• Knowledge of database products such as Microsoft SQL, Oracle, DB2, Informix and Sybase is a plus