Introduction
We are seeking an experienced IBM Power Hardware Remote Technical Support Professional to join our team and provide expert-level technical support for our clients using IBM Power Systems. This remote role offers an exciting opportunity to work with cutting-edge technology, troubleshoot complex hardware issues, and ensure optimal system performance for our clients.
The role of an IBM Power Hardware Remote Technical Support Professional is crucial in ensuring the smooth operation of IBM Power Systems hardware for clients. By troubleshooting issues, coordinating hardware repairs and replacements, and maintaining strong customer relationships, professionals in this role help clients optimize their IBM Power infrastructure and prevent costly downtime. Meeting SLA requirements, proactive problem-solving, and keeping up with technological advancements are key to excelling in this position.
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Your role and responsibilities
• Remote Hardware Support: Diagnose, troubleshoot, and resolve hardware-related issues for IBM Power Servers, and associated hardware components.
• Proactive Monitoring: Utilize IBM's diagnostic tools to monitor system health and identify potential issues before they impact performance or availability.
• Client Interaction: Act as the primary point of contact for clients, providing clear, concise communication, technical guidance, and timely issue resolution.
• Escalation Management: Escalate complex issues to specialized teams when necessary, ensuring timely and accurate resolution.
• Hardware Upgrades & Maintenance: Assist clients in hardware upgrades, replacements, and preventive maintenance to optimize system reliability and performance.
• Collaboration & Knowledge Sharing: Work closely with internal teams, vendors, and other stakeholders to resolve issues and share knowledge for continuous improvement.
Required education
Bachelor's Degree
Preferred education
Bachelor's Degree
Required technical and professional expertise
The IBM Power Hardware Remote Support Professional requires a combination of deep technical expertise, excellent problem-solving abilities, and strong customer service skills. Expertise in diagnosing and resolving hardware issues, understanding IBM Power Systems and associated technologies, and delivering solutions remotely will ensure the optimal performance and uptime of client systems.
2+ Years of experience.
Deep Knowledge of IBM Power Systems:
- IBM Power Servers: Expertise in troubleshooting and maintaining IBM Power Systems, including IBM Power10 and earlier models.
- Hardware Components: Understanding of core hardware components such as processors, memory, storage devices, network interfaces, and power supplies.
Hardware Configuration and Upgrades:
- Hardware Configuration: Understanding of system configurations, including storage devices, processors, and memory.
- System Expansion/Upgrades: Knowledge of procedures for upgrading or expanding IBM Power systems, including adding memory, storage, or processors.
- Part Replacement: Expertise in identifying faulty parts and coordinating replacements or performing the task remotely where applicable.
Understanding of IBM Power Virtualization:
- Virtualization Technologies: Knowledge of IBM PowerVM and Virtual I/O Server (VIOS) for managing virtualized environments within IBM Power systems.
- System Partitioning: Familiarity with creating, managing, and troubleshooting virtual partitions (LPARs) on IBM Power servers.
Firmware and Software Troubleshooting:
- Firmware Management: Expertise in managing firmware updates and troubleshooting hardware-related issues that arise from firmware problems.
- Compatibility Issues: Understanding of how hardware interacts with software and identifying potential issues related to compatibility, such as system failures, crashes, or performance degradation.
- IBM i, AIX, and Linux OS: Familiarity with operating systems (OS) used in conjunction with IBM Power hardware, particularly IBM i, AIX, and Linux.
Preferred technical and professional experience
Knowledge of RISC based servers. Knowledge of problem determination of Power server hardware, and operating systems (AIX and AS400).
In-depth understanding of the HMC interface for managing IBM Power servers.
Knowledge of the network interface cards (NICs) used in IBM Power hardware and troubleshooting network-related issues.
ABOUT BUSINESS UNIT
IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.
YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
ABOUT IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
IBM is proud to be an equal-opportunity employer. All qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, gender, gender identity or expression, sexualorientation, national origin, caste, genetics, pregnancy, disability,neurodivergence, age, veteran status, or other characteristics. IBM is alsocommitted to compliance with all fair employment practices regardingcitizenship and immigration status.
OTHER RELEVANT JOB DETAILS
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