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 Software es la unidad de negocio que infunsiona inteligencia en las operaciones comerciales, desde el aprendizaje automático hasta la IA generativa, para ayudar a que las organizaciones sean más receptivas, productivas y resilientes. IBM Software ayuda a los clientes a poner la IA en acción ahora para crear valor real con confianza, velocidad y confianza en el trabajo digital, la automatización de TI, la modernización de aplicaciones, la seguridad y la sostenibilidad. Para lograrlo, es esencial aprovechar al máximo todos los datos disponibles, ya que la calidad y eficacia de la inteligencia artificial dependen directamente de los datos que la sustentan. En la mayoría de las organizaciones, los datos se distribuyen en múltiples nubes, en las instalaciones, en centros de datos privados y en el borde.La plataforma de datos e inteligencia artificial de IBM potencia y amplifica el impacto de la IA a través de datos confiables, ofreciendo capacidades avanzadas para entrenar, ajustar y desplegar inteligencia artificial a escala empresarial. Por su parte, la plataforma de nube híbrida de IBM se destaca como una de las soluciones más completas y consistentes, integrando desarrollo, seguridad y operaciones en entornos híbridos. Esta base flexible permite aprovechar los datos, sin import

Educación Superior