**Introduction** At IBM CIC, we deliver deep technical and industry expertise to a wide range of public and private sector clients in the UK. A career in IBM CIC means you'll have the opportunity to work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio. Curiosity and a constant quest for knowledge serve as the foundation to success here. You'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions which impact a wide network of clients, whom may be at their site or one of our CIC or IBM locations. Our culture of evolution centres on long-term career growth and development opportunities in an environment that embraces your unique skills and experience. We offer: * Many training opportunities from classroom to e-learning, mentoring and coaching programs and the chance to gain industry recognized certifications * Regular and frequent promotion opportunities to ensure you can drive and develop your career with us * Feedback and checkpoints throughout the year * Diversity & Inclusion as an essential and authentic component of our culture through our policies and process as well as our Employee Champion teams and support networks * A culture where your ideas for growth and innovation are always welcome * Internal recognition programs for peer-to-peer appreciation as well as from manager to employees * Tools and policies to support your work-life balance from flexible working approaches, sabbatical programs, paid paternity leave, maternity leave and an innovative maternity returners scheme * More traditional benefits, such as 25 days holiday (in addition to public holidays), online shopping discounts, an Employee Assistance Program, a group personal pension plan of an additional 5% of your base salary paid by us monthly to save for your future. **Your role and responsibilities** We are seeking a highly skilled and motivated Technical Support Engineer to join our dynamic team at the IBM Hursley Office. The ideal candidate will have extensive experience in providing technical support, troubleshooting, and maintaining IT infrastructure, particularly within Windows and Linux environments in the public sector. As a Technical Support Engineer you'll bring your technical expertise and problem-solving skills to our team, contributing to the management of basic to moderate production support tasks. You'll work alongside experienced professionals, learning and growing as you help ensure smooth production processing and efficient incident, change, and problem management. ***Please note*** Shift Pattern: The role requires working on-site with a 4-day on, 4-day off rotation. The working hours will be either 7:00 AM to 7:00 PM or 7:00 PM to 7:00 AM, alternating every four weeks. Responsibilities: * Perform and manage basic to moderate production support tasks, including incident, change, and problem management * Monitor production processing and troubleshoot issues as needed * Escalate complex incidents or problems to L2 or L3 based on the ITIL framework * Leverage Netcool, SNOW, PowerShell, SQL, Oracle, and Solarwinds tools to diagnose and resolve issues * Collaborate with cross-functional teams to ensure seamless integration of technical support solutions Join our team and contribute to the development of robust and reliable technical support solutions. If you're passionate about understanding and solving complex technical challenges and have a knack for creating technical support solutions that maximize ROI, we'd love to hear from you. **Required technical and professional expertise** * Deliver high-level technical support for complex systems and applications. * Troubleshoot and resolve hardware, software, and network issues. * Maintain, upgrade, and manage IT systems using tools like SolarWinds. * Utilize Netcool for network management and monitoring. * Leverage ServiceNow (SNOW) for IT Service Management activities. * Employ PowerShell for automation of administrative tasks. * Use SQL and Oracle databases for data management and retrieval. * Collaborate with cross-functional teams to design, implement, and maintain system solutions. * Contribute to the improvement of processes and procedures. * Solid understanding of database management, various operating systems, and multiple programming languages * Excellent problem-solving and communication skills * Familiarity with the ITIL framework As an equal opportunities’ employer, we welcome applications from individuals of all backgrounds. However, for you to be eligible for this role, you must have the valid right to work in the UK. Unfortunately, we do not offer visa sponsorship and have no future plans to do so. You must be a resident in the UK and have been living continuously in the UK for the last 10 years. You must be able to hold or gain a UK government security clearance. **Preferred technical and professional experience** Required Skills & Qualifications: * Proven experience as a support engineer or similar role. * Expertise in Netcool, SNOW, PowerShell, SQL, and Oracle. * Strong understanding of Windows and Linux operating systems. * Knowledge of virtualization technologies (VMware, Hyper-V) * Familiarity with cloud platforms (AWS, Azure, GCP) * Experience with network diagnostics and troubleshooting * Understanding of network protocols and standards * Experience in supporting IT infrastructure within the public sector is essential. * Excellent problem-solving skills and ability to think algorithmically. * Strong communication and teamwork skills. Desirable Certifications: * IBM Certified Specialist - Netcool/OMNIbus. * ServiceNow Certified Implementation Specialist. * Microsoft Certified: Azure Fundamentals. * Red Hat Certified System Administrator (RHCSA). * CompTIA PowerLine (PLA-001) or equivalent. 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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.