Job type: Full-time Regular
Work country: Australia
Position type: Professional
Work city: Brisbane
Posted: 28-Jan-2014
Travel: Unknown at this time
Job area: IT & Telecommunications (non consulting)
Business group: Global Technology Services
Job category: Product Services
Business unit: TSS
Job role: Remote Technical Support
Job role skillset: General
Job description
For over 100 years IBM has set the pace for innovation and we aren't stopping now. With over 430,000 employees in almost 200 countries we're always on the look out for new people to join in our mission to build a smarter planet. Our Global Technology Services (GTS) unit offers end-to-end IT consulting and business services supported by an unparalleled global delivery network. At GTS, we provide our clients with innovative technology solutions that help them to improve their business processes and in turn, profitability.
As the Remote Support Specialist you will provides remote technical support assistance to customers and IBM technical personnel on multiple products, subsystems and/or systems in the High Availability product environment. You will have the opportunity to seek and exchange information and concepts to ensure complete understanding of details related to problem incident or request, and ensures problem record is complete and correct. You will be able to use 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).
Your exceptional communication skills will allow you to put into place an action plan to the customer or IBM representative as appropriate. Recommend and implement to existing technical support tools, procedures, and processes. You have the opportunity to serve as a team leader. With sound negotiation skills to coordinate work flow, determine schedules, and allocate resources. Viewed as a technical expert you will have the opportunity to provide training and mentoring others in the team, contribute to department attainment of organizational objectives and high customer satisfaction.
It is key to possess advanced knowledge of applicable products, sub-systems, and/or systems and their attachments, including network connectivity. Essential to have an extensive knowledge of applicable operating systems, application programs, system diagnostics and local/remote support structure. The position requires comprehensive knowledge of the relationships between microcode, operating system, and application programs. An advanced knowledge of system configuration options and network connectivity is also required. This position requires a comprehensive knowledge of electronics, excellent mechanical skills, and knowledge regarding effective use of support-level 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.
Key skills for this opportunity requires a minimum of JNCIA-Junos and experience of actually having worked with Juniper equipment. Service provider experience would be an advantage. Cisco CCNA would also be preferred. You would have needed to have at least worked in a large enterprise environment. Any security vendor exposure would be helpful. The ability to effectively utilize support level product/sub-systems/systems technical training, experience, & knowledge in order to assist customers and IBM field technical personnel is key. Consistently demonstrate an advanced proficiency in technical support skills and specific responsible product/sub-system/systems/services skills. Significant awareness & understanding of business activities of all technical support units, functional areas, as well as total center is an advantage. IBM has always been committed first and foremost to its people. We believe true innovation is driven by diversity, so in order to uphold our reputation as an industry-leading enterprise, we rely on people from different background
Required
Commissionable/Sales-Incentive jobs only: No
For over 100 years IBM has set the pace for innovation and we aren't stopping now. With over 430,000 employees in almost 200 countries we're always on the look out for new people to join in our mission to build a smarter planet. Our Global Technology Services (GTS) unit offers end-to-end IT consulting and business services supported by an unparalleled global delivery network. At GTS, we provide our clients with innovative technology solutions that help them to improve their business processes and in turn, profitability.
As the Remote Support Specialist you will provides remote technical support assistance to customers and IBM technical personnel on multiple products, subsystems and/or systems in the High Availability product environment. You will have the opportunity to seek and exchange information and concepts to ensure complete understanding of details related to problem incident or request, and ensures problem record is complete and correct. You will be able to use 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).
Your exceptional communication skills will allow you to put into place an action plan to the customer or IBM representative as appropriate. Recommend and implement to existing technical support tools, procedures, and processes. You have the opportunity to serve as a team leader. With sound negotiation skills to coordinate work flow, determine schedules, and allocate resources. Viewed as a technical expert you will have the opportunity to provide training and mentoring others in the team, contribute to department attainment of organizational objectives and high customer satisfaction.
It is key to possess advanced knowledge of applicable products, sub-systems, and/or systems and their attachments, including network connectivity. Essential to have an extensive knowledge of applicable operating systems, application programs, system diagnostics and local/remote support structure. The position requires comprehensive knowledge of the relationships between microcode, operating system, and application programs. An advanced knowledge of system configuration options and network connectivity is also required. This position requires a comprehensive knowledge of electronics, excellent mechanical skills, and knowledge regarding effective use of support-level 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.
Key skills for this opportunity requires a minimum of JNCIA-Junos and experience of actually having worked with Juniper equipment. Service provider experience would be an advantage. Cisco CCNA would also be preferred. You would have needed to have at least worked in a large enterprise environment. Any security vendor exposure would be helpful. The ability to effectively utilize support level product/sub-systems/systems technical training, experience, & knowledge in order to assist customers and IBM field technical personnel is key. Consistently demonstrate an advanced proficiency in technical support skills and specific responsible product/sub-system/systems/services skills. Significant awareness & understanding of business activities of all technical support units, functional areas, as well as total center is an advantage. IBM has always been committed first and foremost to its people. We believe true innovation is driven by diversity, so in order to uphold our reputation as an industry-leading enterprise, we rely on people from different background
Required
- Bachelor's Degree
- English: Fluent
Commissionable/Sales-Incentive jobs only: No
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