Detalle de la Oferta

Descripción de la Oferta

Introducción

About the Team

We are a talented and dedicated team committed to supporting our customers across the globe. The team resolves high visibility issues impacting IBM client business and play a key role in enhancing client experience.

As a Technical Support Specialist at IBM you are the first point of contact with our clients. Your main responsibilities are to provide technical support and assistance to clients and business regarding their software issues. We provide industry-leading solutions that make the world run today - planes and trains take off on time, bank transactions complete in the blink of an eye, and the world remains safe because of the dedication our Technical Support has to our clients. Whether you are working on projects internally or for a client, Technical Support is critical to the success of IBM and our clients worldwide.

At IBM, you will use the latest software development tools, techniques and approaches and work with leading minds in the industry for solutions you can be proud of. Above all, we are looking for applicants who will thrive in an open, vibrant, flexible, fun-spirited, collaborative environment and desire creative freedom and an opportunity to work on a high performing team!

Su función y responsabilidades

- Specialize in performing and enabling technical support of IBM Lab software and solutions.
- Provide technical support assistance to customers using problem determination and problem source identification skills.
- Utilize technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.
- Communicate action plans to the customer or IBM representative, as appropriate.
- Recommend and implement new or improvements to existing technical support tools, procedures, and processes.
- Provide training for and mentor others on the team.
- Contribute to department attainment of organizational objectives and high customer satisfaction.

Educación requerida

Título de asociado/Diploma universitario

Educación preferida

Licenciatura

Experiencia profesional y técnica requerida

- 3+ years of experience in a customer support environment
- 3+ years debugging/troubleshooting and implementing solutions to complex technical issues
- 3+ years working with TCP/IP and/or SNA protocols
- Have an in-depth understanding of network technologies
- Must be highly motivated, eager to learn and have a passion for supporting great products
- Possess strong English verbal and written communication skills

Experiencia técnica y profesional preferida

- Knowledge of or experience using the MVS / z/OS mainframe operating system concepts
- Working knowledge of PLX, PLAS, REXX, and Assembler programming skills
- Working knowledge of packet trace or wireshark
- Ability to analyze system output from system ABENDs (logs, dumps)
- Able to diagnose problems ranging from code defects, configuration issues, or performance
- Knowledge of customer relationship management tools such as CSP and/or Salesforce

Acerca de la Unidad de Negocios

IBM Systems es la unidad de negocio encargada de ayudar a los líderes de TI a pensar de manera diferente acerca de su infraestructura. Los servidores y el almacenamiento de IBM ya no son inanimados: pueden comprender, razonar y aprender para que nuestros clientes puedan innovar y evitar problemas de TI. Nuestros sistemas impulsan las industrias más importantes del mundo y nuestros clientes son los arquitectos del futuro. Únase a nosotros para ayudar a construir nuestra cartera de tecnología de vanguardia diseñada para negocios cognitivos y optimizada para la computación en la nube.

SU VIDA @ 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.

Educación Superior