Your Role and Responsibilities
Do you like to solve puzzles? Our IBM Systems teams are full of achieving experts in Cognitive Systems, Storage Systems and IBM Z. The teams support IBM clients, IBM Sales, Business Partners, and IBM Field Engineers delivering a superior client experience. The position of Software Client Facing Technical Support is that of an expert. We are looking for individuals with proven analytical skills, who are self-starters, and are motivated by solving complex solution problems, often times working with little or incorrect data, and has the patience needed to work under pressure to drive a problem to resolution. Someone who is equally comfortable speaking with administrators, engineers, and executives.
The IBM Systems Software Engineering teams support a wide range of technologies that have allowed IBM to be a market leader across operating systems for decades. This gives IBM employees the unique opportunity to build a career across multiple cutting-edge technologies, or drill down to become an expert in a specific technology, or both. Furthermore, our support teams get exposure working with top clients across the globe and across all industries (such as Financial, Health Care, Manufacturing, Retail, and Government).
Responsibilities of this role include using a number of problem reporting tools such as RETAIN and Salesforce. You will perform break-fix support, critical situation support, customer impact event repair action analysis and field engineering change support and participate in Early Ship Programs in preparation for Post GA (General Availability). You will work in a team that provides remote technical support of Systems software and solutions as well as provide technical support assistance to customers using problem determination/problem source identification skills. Additionally, you will utilize technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. You will be responsible for communicating action plans to the customer or IBM representative as appropriate and for recommending and implementing new improvements to existing technical support tools, procedures, and processes as well as contribute to department attainment of organizational objectives and high customer satisfaction. Weekends and on-call rotations may be required.
Soft Skills Needed:
Required Technical and Professional Expertise
Knowledge or experience working with one or more of:
Preferred Technical and Professional Expertise
You must be willing and able to perform job duties in Poughkeepsie, NY.
About Business UnitIBM 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 @ IBMWhat 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 IBMIBM’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 StatementIBM offers a wide range of resources for eligible IBMers to thrive both inside and outside of work. In addition to a competitive benefits program consisting of medical and life insurance, retirement plans, and time off, eligible employees may also have access to:
We consider qualified applicants with criminal histories, consistent with applicable law.
Being You @ IBMIBM 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.
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