Detalle de la Oferta

Descripción de la Oferta

Introducción

Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email to give clients quick answers to IT issues. For complex problems that require nuanced instruction, you will contact clients via phone and/or email to provide clear, written instructions and diagnostics.

Su función y responsabilidades

As a Technical Support Professional 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 businesses regarding their software issues. We provide industry-leading solutions that make the world run - 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.

Job Duties:

- Specialize in performing and enabling technical support of IBM Lab software and solutions.
- Provide detailed technical support 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.
- Contribute to department attainment of organizational objectives and high customer satisfaction.

Educación requerida

Licenciatura

Educación preferida

Licenciatura

Experiencia profesional y técnica requerida

- 1 - 2+ years of experience in a customer support environment
- 1 - 2+ years of experience with TCP/IP and/or SNA protocols
- Possess strong English verbal and written communication skills
- Must be highly motivated, eager to learn and have a passion for supporting great products

Experiencia técnica y profesional preferida

- Knowledge of or experience using the MVS / z/OS mainframe operating system concepts
- Working knowledge of PLX, PLAS, REXX, Cobol or Assembler programming skills
- Working knowledge of packet trace or wireshark
- Ability to analyze system output from system ABENDs (logs, traces, 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.

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 co

Educación Superior