Network Support Specialist
The Remote Technical Support Specialist provides remote hardware/software technical assistance to customers and IBM technical personnel in multi-vendor, multi-protocol networks/systems in the High Availability product environment. Utilizes professional knowledge and problem determination/problem source identification of IT skills to resolve problems involving hardware, microcode, operating system, application programs, and network issues. Consistently and regularly works outside the product documentation/maintenance package and beyond applicable technical support tools to compare and evaluate problem cause and solution alternatives to resolve problems. Utilizes technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. 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. May provide training for and mentor others on the team. Contributes to department attainment of organizational objectives and high customer satisfaction.
Possesses professional knowledge of applicable hardware/software products, sub-systems, and/or systems and their attachments, including network connectivity. Also must possess an in-depth knowledge of applicable operating systems, application programs, system diagnostics and local/remote support structure. The position requires advanced 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 may require a comprehensive knowledge of electronics, excellent mechanical skills, and/or use of support-level system/network 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.
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:
- Remote troubleshooting (problem determination and problem source identification) and analysis assistance for installation, usage and configuration questions.
- Provide answers for general usage and operation questions.
- Review diagnostic information to assist in isolation of a problem cause.
- Identify known defects and fixes to resolve problems.
Preferred Technical and Professional Experience:
- French language skills are an asset.
- Demonstrated ability to learn and apply technical knowledge. Strong problem solving and analytical skills.
- Co-op or internship program experience is an asset.
Legal Working Status
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.