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Introdução

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.

Sua Função e suas 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.

 

Formação requerida
Bacharelado
Formação preferencial
Bacharelado
Experiência Profissional e 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

 

Experiência Profissional e Técnica Preferencial
  • 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

 

Sobre a Unidade de Negócios

O IBM Systems ajuda os líderes de TI a pensarem de maneira diferente sobre sua infraestrutura. Os servidores e armazenamentos da IBM não são mais inanimados. Eles podem entender, raciocinar e aprender para que nossos clientes possam inovar, evitando problemas de TI. Nossos sistemas alimentam as indústrias mais importantes do mundo e nossos clientes são os arquitetos do futuro. Junte-se a nós para ajudar a construir nosso portfólio de tecnologia de ponta, projetado para negócios cognitivos e otimizado para computação em nuvem.

SEU LIFE @ 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 constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

Sobre a 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.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Outros detalhes relevantes do cargo

For additional information about location requirements, please discuss with the recruiter following submission of your application.