Introduction
We are Remote Technical Support working on Z systems (IBM Advanced Mainframes) and we build the most secure systems for our customers to deploy their enterprise applications.
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
Your Role and Responsibilities
Role:
The successful candidate provides remote technical support assistance to customers and IBM technical personnel on IBM Z products, subsystems and/or systems in the High Availability product environment. Seeks and exchanges information and concepts to ensure complete understanding of details related to problem incident or request, and ensures problem record is complete and correct. Uses in-depth technical knowledge, as well as specialized support tools, techniques, and procedures to identify and evaluate possible problem cause and solution alternatives, and to determine most likely cause(s) and solution(s). Communicates action plan to the customer or IBM representative as appropriate. Recommends and implements new or improvements to existing technical support tools, procedures, and processes. Viewed as a technical expert. Will contribute to department attainment of organizational objectives and high customer satisfaction. Ability to work independently as well as in a team collaborative environment.
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Possesses advanced knowledge of applicable products, sub-systems, and/or systems and their attachments, including network connectivity. Must possess knowledge of applicable remote support structure. The position requires comprehensive knowledge of the relationships between microcode, operating system, and application programs. An advanced knowledge of system configuration options and network connectivity is also required. The position requires a comprehensive knowledge of electronics, mechanical skills, and knowledge regarding effective use of support-level tools and test equipment. Excellent written and spoken communication skills are a significant position requirement, as is the ability to provide information and direction to others in a clear and concise manner. The position requires effective application of comprehensive leadership skills.
Responsibilities:
Your responsibilities will comprise of problem determination understanding the product design, performance analysis, and solving client problems. Your attendance at WW Remote Technical Support & Project Engineering meetings is required with ability to explain complex technical problems, and client facing activities (e.g. client support, providing root cause analysis) along with travel are possible. Occasional off shift coverage may be required as part of a normal rotation.
This is also a great opportunity to leverage your technical knowledge to design and develop solutions which range from web services to web applications to backend systems to create productivity aids as well as data analysis tools for general team usage.
Required Technical and Professional Expertise
Required Education:
- Bachelor of Technology Degree
- Bachelor's degree in computer science, Computer Engineering, or Electrical Engineering
- 4+ years of IT experience
- Strong problem-solving skills
- Excellent communication skills, teamwork a must
- English: Fluent, technical writing experience
Preferred Technical and Professional Expertise
- Knowledge and some experience troubleshooting customer problems with environments consisting of complex software/hardware stacks
- Knowledge and some experience with call flow and support organizations