Business Advisor: User Support Group (Technical Support)

Job Description

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
User Support Group: The User Support Group provides level one application support for IBM customers, this support includes answering operational and technical questions, maintaining databases and system security control. This team provides various support such as:
-Handles system outages (planned and unplanned) applications or Electronic Communications Interface (ECI) link outages are reported to USG.
-Updates CROSS customer records as needed, assists requesters with prescreen problem determination,
-Provides Level 1 support for customers placing service calls using the SR application.
-Coordinate the resolution of the problem through use of advanced level personnel who may be housed at various sites, Sev 1 issue the USG rep will contact the National Duty management team.
Problem Solving:
Recognize complex problems related to functional objectives. Analyze situations and implement solutions, or develop new system elements, procedures or processes. Creativity and judgment applied to developmental work on different projects within the business environment.
Required Technical and Professional Expertise
Advanced English Level.
Skills Requirements:
Have the ability to use system applications shown under Tools/Applications after training.
Must be able to develop relationships with key personnel in TSS, Service Delivery Field and all cross functional teams & organizations.
Must be able to listen to customers’ needs and respond with urgency and professionalism to provide quality results that exceed customer expectations.
Clear understanding of Maintenance & Technical Services Infrastructure.
Environment: Professional knowledge related to incumbent's function/business unit and its processes. Communication/Negotiation: Advise other professionals. Effectively utilize group dynamics. Negotiate to define approaches and goals.
Problem Solving:
Recognize complex problems related to functional objectives. Analyze situations and implement solutions, or develop new system elements, procedures or processes.
Preferred Technical and Professional Expertise
Optional:
Tools/Applications:
Avaya CallMaster III
Electronic Customer Interface (ECI)/HELO
OCPM MVSS (WEB)
HELO
Service Request Call (SR)
CROSS
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
What matters to you when you’re looking for your next career challenge?
Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.
Impact. Inclusion. Infinite Experiences. Do your best work ever.
About IBM
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.
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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.