TSP Technical Support Professional / Remote 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
The successful candidate provides remote technical support assistance to customers and IBM technical personnel on IBM Z products, subsystems and/or systems in the High Availability product environment. Seeks and exchanges information and concepts to ensure complete understanding of details related to problem incident or request, and ensures problem record is complete and correct. Uses in-depth technical knowledge, as well as specialized support tools, techniques, and procedures to identify and evaluate possible problem cause and solution alternatives, and to determine most likely cause(s) and solution(s). Communicates action plan to the customer or IBM representative as appropriate. Recommends and implements new or improvements to existing technical support tools, procedures, and processes. Viewed as a technical expert. Will contribute to department attainment of organizational objectives and high customer satisfaction. Ability to work independently as well as in a team collaborative environment.
Possesses advanced knowledge of applicable products, sub-systems, and/or systems and their attachments, including network connectivity. Must possess knowledge of applicable remote support structure. The position requires comprehensive knowledge of the relationships between microcode, operating system, and application programs. An advanced knowledge of system configuration options and network connectivity is also required. The position requires a comprehensive knowledge of electronics, mechanical skills, and knowledge regarding effective use of support-level tools and test equipment. Excellent written and spoken communication skills are a significant position requirement, as is the ability to provide information and direction to others in a clear and concise manner. The position requires effective application of comprehensive leadership skills.
Has an advanced understanding of and is able to fully articulate IBM's service delivery and technical support methodology.
Assumes additional responsibilities as needed.
Required Technical and Professional Expertise

• At least 2 years experience in Performing Problem Determination / Problem Source Identification
• At least 4 years experience in technical and Client support
• At least 2 years experience in IBM Z Open Systems adapters and Hardware Management Console.
• At least 2 years experience in Computer Networking
• At least 2 years experience in Linux
• US Citizen for in country support
• English: Fluent

Preferred Technical and Professional Expertise

• At least 4 years experience in Performing Problem Determination / Problem Source Identification
• At least 4 years experience in IBM Z Product and Client support
• At least 2 year2 experience in IBM Z HMC and Open Systems adapters
• At least 3 years experience in Computer Networking
• At least 2 years experience in Linux

About Business Unit
IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.
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
IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
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.