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.
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
Preferred Education
- Bachelor’s degree in computer science, Computer Engineering, or Electrical Engineering
Required
- 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
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.
Location Statement
When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBM
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.
