IBM i Remote Support Technical Engineer

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Introduction
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
Why should you join the team?
Even though we are part of an enterprise business, we are a fun and collaborative team, which gets it all done. We are gathered from all corners of the globe, from Sofia to Rochester, from Milano to Singapore.
Two important things about the team are that we treat everyone the same, regardless of whether you are an intern who started yesterday or a senior member of this group. It’s not a team of “yes people”. Our manager loves nothing more than good counterpoints to his arguments.
Also, what we do matters. For such a small team, we make a huge contribution to IBM’s overall results. More importantly, we change the industry in the way we work with our client.
We’ll discuss the specifics of what we do with the candidates during the interviews, but for now, suffice it to say that we are focused on maintaining the infrastructure which lies under IBM i operating system.

Your Role:
For our Brand Remote Technical Support team, we’re looking to hire Technical Support Specialist with client-first mindset and eager to learn. In this challenging role, you’ll be responsible to receive and record incident related information, using a variety of tools, techniques and procedures, select appropriate actions to resolve problems. This role participates in remote technical support of IBM software products and/or systems.

Responsibilities:
• Flexible schedule to support 24×7 shift operations and on-call coverage.
• Respond to escalated customer calls, complaints, questions and queries.
• Find solutions for customers with a wide range of IBM i Server software issues including answering how-to questions, trouble-shooting defects, analyzing performance issues and collaborating across IBM product areas to resolve problems.
• Provide remote troubleshooting and analysis assistance for installation, usage and configuration questions.
• Become a trusted resource for customer questions on IBM i Server installs/upgrades/migrations, backup and recoveries, fix maintenance and using storage and virtualized storage solutions.
•Help troubleshoot server software problems utilizing IBM team expertise, knowledge content, testing and development discussions.
•Contribute to IBM knowledge content by creating and helping to manage documentation.
•Monitor and adhere to the workload distribution needs.
•Leverage your unique talents to help grow the IBM brand and advance the IBM I Global Support Center mission.


Required Technical and Professional Expertise
Education and professional experience:
• Relevant University degree, ideally in Information Technology or Computer Science
• At least 2 years’ experience working in the area of customer support

Language skills:
Fluency in English is a must
Fluent second European language, preferably German, French or Spanish

Skills and competencies:
• Basic Storage and Networking knowledge
• IBM i operating system knowledge
• Computer or server hardware knowledge


Preferred Technical and Professional Expertise

  • Customer-first mindset with high sense of ownership
  • Excellent interpersonal, presentation and communication skills
  • Ability to work in a high pressure, dynamic situations with a large degree of autonomy
  • Second European language is advantage

About Business Unit

At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network.  It’s a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, “What else is possible?” GTS is the place for you!


Your Life @ IBM

Are you craving to learn more? Prepared to solve some of the world’s most unique challenges? And ready to shape the future for millions of people? If so, then it’s time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It’s time to define your career.


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

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, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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