Power Hardware Technical Support Professional

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 Power HW Remote Technical Support Center Professional provides technical support assistance to customers and IBM technical personnel on multiple 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.

Required Technical and Professional Expertise

• 4+ years of customer facing service or support skills and experience
• Bachelors Degree: Engineering, computer science or similar technical degree
• Highly organized with exceptional follow up and analytical skills
• Excellent written, verbal and phone skills
• Highly-motivated, creative problem-solver, and thrives working directly with clients
• Ability to work effectively across cultures and geographies
• Technical aptitude with ability to understand and succinctly communicative value
• Creativity and judgement applied to professional technical, or operational problems
• Basic knowledge of server hardware and operating systems

Preferred Technical and Professional Expertise

• 2+ years of technical support experience
• Experience with Server Hardware
• Experience with Hardware Firmware
• Experience in Linux , AIX or IBM operating systems
• Knowledge of Data center configuration, logging, network, performance