zHW Technical Support Professional

International Business Machines Corp

POUGHKEEPSIE, NY

JOB DETAILS
SKILLS
Automation, Computer Firmware, Consulting, Customer Experience, Customer Support/Service, Data Analysis, Debugging Skills, Environmental Impact, Hardware Administration, Hybrid Cloud, IBM Systems, Operating Systems, Problem Solving Skills, Product Support, Root Cause Analysis, Salesforce.com, Systems Analysis, Technical Analysis, Technical Support, Trend Analysis
LOCATION
POUGHKEEPSIE, NY
POSTED
30 days ago

As a Technical Support Professional, you will specialize in providing services to clients in support of IBM Systems products, operating systems, and Hybrid cloud Infrastructure Solutions, applying expertise in supporting Z hardware. You will work directly with clients to understand their technical environment status and impact on their business, recommending actions to resolve problems and enhance their environment. Your primary responsibilities will include:

  • Analyze Technical Issues: Use Cognitive Support Platform (Salesforce) and Watson Einstein Analytics to analyze data trends and logs to determine technical issues, reading and analyzing system source code and logs to provide root cause analysis and identify defects.
  • Provide Client Support: Work directly with clients to understand their current technical environment status and impact on their business, recommending actions to completely fix problems and enhance their environment with latest fixes, firmware, and OS levels.
  • Implement Automation: Proactively use data analytics to implement automation, improve effectiveness, and enable smart routing for achieving exceptional client experience.
  • Collaborate with Teams: Collaborate with other Support, Complaint Management, and Development teams to enable knowledge sharing and facilitate expedient issue resolution.
  • Deliver Expertise: Provide expertise and consulting for Premium Support clients, supporting multiple customers or dedicated customer support.

About the Company

I

International Business Machines Corp

At IBM, you don’t need a degree to shape the future. Just bring your skills—and your passion. 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. To lead in this new era of technology and solve some of the world's most challenging problems. Let’s get to work.

COMPANY SIZE
10,000 employees or more
INDUSTRY
Computer/IT Services
FOUNDED
1911
WEBSITE
http://www-03.ibm.com/employment/us/