Power Technical Support Engineer

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
Power Technical Support Engineers at IBM are the backbone of our strategic initiatives to ensure availability and high performance for the industry-leading solutions that make the world run today - planes and trains take off on time, bank transactions complete in the blink of an eye and the world remains safe because of the work our experts do. Whether you are working for a client or on projects internally, technical support is critical to the success of IBM and our clients worldwide. At IBM, you will use the latest tools, techniques and approaches and work with leading minds in the industry to support and improve solutions you can be proud of.
This role is part of a Global Remote Technical Support team of IBM hardware & software experts providing services to IBM enterprise clients in all GEOs and provides opportunity to develop your career in a global leader in the IT industry.
Key Responsibilities:

• Manage issue identification and end-to-end resolution process.
• Provide remote troubleshooting and analysis assistance for issues, installation (or re-installation), usage and configuration questions.
• Provide expert answers for general usage and operation questions. Provide problem determination / problem source Identification.
• Review diagnostic information to assist in isolation of a problem cause (which could include assistance interpreting traces and dumps).
• Identify known defects and fixes to resolve problems and improve products.
• Identify suspected defects and engage development teams to assist in resolution.
• Provide assistance with questions regarding product documentation related to the supported products.
• Interpret online manuals regarding IBM code and application interfaces.
• Collaborate with other support centers and business units to provide seamless problem resolution.
• Demonstrate proficiency in the IBM hardware and software platform supported by maintaining applicable technical certifications.
• Demonstrating soft skills and technical skills that contributes to client satisfaction.
• The job might require flexible schedule to ensure 24x7 support operations or on-call coverage (as applicable)

Required Technical and Professional Expertise
Education:

• Relevant University degree, ideally in Information Technology or Computer Sciences

Working experience:

• At least 2 years experience working in the area of Customer support
• At least 1 year experience working as a technical support for IBM or non-IBM products

Language skills:

• Fluency in English
• German, Italian, French or Spanish will be considered as strong advantage

Technical skills:

• Strong knowledge of PC and server components

Personal skills

• Excellent communication skills
• Excellent organizational skills
• Good analytical and problem solving skills
• Ability to work effectively in a team
• Accuracy and attention to details
• Able to prioritize and organize his/her work

Preferred Technical and Professional Expertise

• Advanced knowledge, experience and/or certified with IBM HW and SW products
• Advanced knowledge, experience and/or certified with MS, VMware, Citrix or Cisco enterprise products
• Second European language is considered as a strong 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
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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.