Entry Level Hardware Client Facing Technical Support Professional:2022
Introduction
As a Hardware Developer at IBM, you’ll get to work on the systems that are driving the quantum revolution and the AI era. Join an elite team of engineering professionals who enable IBM customers to make better decisions quicker on the most trusted hardware platform in today’s market.
Your Role and Responsibilities
Do you like to solve puzzles? Our IBM Systems teams are full of achieving experts in Cognitive Systems, Storage Systems and IBM Z. The teams support IBM clients, IBM Sales, Business Partners, and IBM Field Engineers delivering a superior client experience. The position of Hardware Client Facing Technical Support is that of an expert. We are looking for individuals with proven analytical skills, who are self-starters, and are motivated by solving complex solution problems, often times working with little or incorrect data, and has the patience needed to work under pressure to drive a problem to resolution. Someone who is equally comfortable speaking with administrators, engineers, and executives.
The IBM Systems Hardware Support teams support a wide range of technologies that have allowed IBM to be a market leader across operating systems for decades. This gives IBM employees the unique opportunity to build a career across multiple cutting-edge technologies, or drill down to become an expert in a specific technology, or both. Furthermore, our support teams get exposure working with top clients across the globe and across all industries (such as Financial, Health Care, Manufacturing, Retail, and Government).Responsibilities of this role include using a number of problem reporting tools such as RETAIN, Rational ClearQuest and Salesforce. You will perform break-fix support, critical situation support, customer impact event repair action analysis and field engineering change support and participate in Early Ship Programs in preparation for Post GA (General Availability). You will work in a team that provides remote technical support of Systems hardware and solutions as well as provide technical support assistance to customers using problem determination/problem source identification skills. Additionally, you will utilize technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. You will be responsible for communicating action plans to the customer or IBM representative as appropriate and for recommending and implementing new improvements to existing technical support tools, procedures, and processes as well as contribute to department attainment of organizational objectives and high customer satisfaction. Weekends and on-call rotations may be required.
Positions will be located at one of our offices in: RTP, NC; Austin, TX; Poughkeepsie, NY; Tucson, AZ; or Rochester, MN.
Duties:
• Works closely with HW (as well as SW) Developers to design solutions and action plans – both short term workarounds and longer-term code fixes
• Recreates customer issues on a replicated lab environment
• Concludes root cause analysis and knowledge base articles
• Continuously evaluates the current methods and systems of providing remote support with focus on speedy and quality resolution of the field issues ensuring highest customer satisfaction
Soft skills Needed:
• Mature personality and sense of responsibility
• Service oriented mindset
• Ability to deal with pressure and concurrent tasks
• Strong desire to learn, invest time and effort, in order to grow and succeed.
Requirements
Required Professional and Technical Expertise:
Batchelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, Math, Science, or related field
Knowledge or experience working with one or more of:
• Operating system administration, command usage, or troubleshooting
• Operating system internals (e.g., kernel, file system, networking, client-server, performance)
• Programming and scripting languages (e.g., C, Java, Python, Perl, Shell)
• Programming and data structure concepts
• Cloud and virtualization administration and usage
• Coursework in Data Structures and Algorithms
Required Technical and Professional Expertise
• Excellent English communication skills in both verbal and written formats
• Excellent organizational, analytical and problem determination/solving skills
• Growing, then applying your technical knowledge toward solving problems
• Assessing customer situations, then applying common sense to manage those situations
• Working with a global team to share ideas on how to work and solve problems
• Being agile and open-minded to quickly adapt to procedures and tools required for the position
• Working in high pressure, dynamic situations with a large degree of autonomy
• Focused and results orientated with accuracy and attention to details
• Customer driven focus
• Commitment to accuracy and attention to details
• Acting in a respectful and professional manner to represent IBM to its high-profile clients
Preferred Technical and Professional Expertise
* Experience with IBM Systems hardware: Cognitive Systems, Storage Systems, IBM Z, including Storage foundation and architecture
* Knowledge of Fiber-Channel
* Experience in Client Support/Resolution or other customer service field
* Experience in at least one Operating System(s): Microsoft Windows Platforms;· HP-UX;· IBM AIX; · SUN Solaris;· z-Linux
* Experience troubleshooting customer problems with environments consisting of complex software/hardware stacks
* Experience in Computer Networking, Web Application Programming and design, and MySQL or relational database models
* Knowledge of power subsystems– power supplies, distribution power thermal cooling and mechanical enclosures
* Technical writing experience
* Experience working in high pressure, dynamic situations with a large degree of autonomy
* Experience listening to clients and understanding both situational and technical issues
* Knowledge of logical partitioning