Job description
This role participates in remote technical support of IBM hardware and software products and/or systems and may include the following: Provide remote troubleshooting and analysis assistance for installation (or reinstallation), usage and configuration questions. Provide 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. Provide assistance on supported product known defects for which available corrective service information and program fixes are available. 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 hardware and software platform supported by maintaining applicable technical certifications. Provide technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to customer satisfaction. Demonstrate excellent oral and written communication skills. Position may require industry certification and skills training requirements.
