Tuesday, October 8, 2013

SoftLayer Customer Support Administrator

IBM is currently recruiting a Customer Support Administrator to join SoftLayer Technologies, an IBM company. The Advanced Customer Support team at SoftLayer is challenged with solving complex technical support issues for a wide variety of enterprise level server hardware and software.

We are looking for talented admins with experience in all facets of server support and multiple years of customer service experience. Our customers have access to an unmatched level of control and automation for their servers and services, and the Advanced Customer Support team is the escalation point for all of it.

If you are an admin who seeks responsibility, thrives when empowered, and understands the importance of personal accountability, then we would like to talk with you. As a member of the SoftLayer team, you have the opportunity to directly impact the continued success of the company. We strive to make SoftLayer a place where you want to be - a place where you're proud to work and where you are motivated to produce the best results possible.

Essential Duties:

  • Serve as tier 2 & 3 support to the tier 1 support desk

  • Professionally resolve escalated issues via trouble ticket, phone, and chat

Company Overview

Spanning 13 data centers in the United States, Asia and Europe and a global footprint of network points of presence, SoftLayer operates a global cloud infrastructure platform built for Internet scale. With 100,000 servers under management, SoftLayer's modular architecture provides unparalleled performance and control, with a full-featured API and sophisticated automation controlling a flexible platform that seamlessly spans physical and virtual devices for secure, low-latency communications. SoftLayer is the largest privately held Infrastructure-as-a-Service (IaaS) provider in the world with a portfolio of 25,000 leading-edge customers from Web startups to global enterprises.

In order for IBM to offer a wide range of opportunities to applicants, and to afford IBM flexibility in staffing across its corporate structure, your application and information may be shared across our enterprise, including with and among our subsidiaries and affiliates worldwide. One of these affiliates is SoftLayer Technologies, an IBM Company. By submitting your application and information you acknowledge and agree that your information will be used and made available to our subsidiaries and affiliates, and that you may be interviewed by, or ultimately offered employment by, any of IBM's subsidiaries and affiliates.


  • High School Diploma/GED

  • At least 2 years experience in Customer Service (email and phone)

  • Basic knowledge in Operating Systems - Windows Server, Red Hat, Fedora, BSD, Debian, Ubuntu

  • Basic knowledge in Web Server software - Exim, Sendmail, Qmail, FTP, SSH, Cpanel, Plesk, Helm, Virtuozzo, VMware, Bind, PHP, MySQL, MSSQL, Postgres

  • Basic knowledge in Network Storage - ISCSI, NAS, Remote backup

  • Basic knowledge in Networking and Security - Cisco switches, routers and firewall management

  • At least 2 years experience in Advanced server troubleshooting

  • English: Fluent


  • Bachelor's Degree in Information Technology

  • At least 5 years experience in Customer Service (email and phone)

  • At least 5 years experience in Advanced server troubleshooting

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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