Introduction
A Technical Support Representative at IBM is a front-line position supporting our products and making sure they are at their best for our customers. With over 100 years in technology, IBM has built a strong reputation for quality service, and this role ensures we continue to deliver on that promise. If you enjoy helping people with technical issues, you'll love your career at IBM.
Your Role and Responsibilities
Responsible for IT infrastructure solution construction, implementation, systems integration, and management. Delivery of high-quality technical solutions to clients in response to their business requirements. Tasks performed require integrating hardware, software, and network solutions in Cloud, Hybrid Cloud, and legacy IT infrastructure environments. Work with IBM teams which may include clients, vendors, subcontractors, and other partners. Technical Specialists primarily apply their technical skills in an internal or external client billable services and implementation environment. Will work in shift rotations at the IBM Data Center. Remote work not available.
Rack, build, cable, configure, and provision serversRack, cable, and deploy networking equipmentTroubleshoot, test, and perform quality assurance of server hardwareProfessionally resolve hardware issues via trouble ticketTroubleshoot and resolve problems with basic network and operating system installations and configurationsMonitor and manage datacenter infrastructureMonitor and assist our automated provisioning system for new server ordersMonitor and escalate issues with customer's servers as necessaryMonitor and escalate any abnormalities in datacenter through regular walkthroughsRequired Technical and Professional Expertise
• 1 to 2 years of experience working in a 24/7 data center environment, preferable with IBM Cloud
• Experience in Operating System Installation (Windows Server, Linux, Unix, VMWare, etc.)
• Experience in racking, cabling, and deploying servers and networking equipment
• Good knowledge of PC hardware concepts and component installation
• Good knowledge of various internet-related services and software (mail, web, trouble ticket system, etc.)
• Solid understanding of RAID technologies
• Able to work in shift rotations that may include day, evening, overnight, and/or during weekends and holidays
• Must be willing to learn quickly, multi-task, and work in a fast-paced environment
• Must be fluent in English.
Preferred Technical and Professional Expertise
• Applicable IT certifications: CompTIA (A+, Server+, Network+), Cisco (CCNA)
• Customer-focused attitude with previous customer service experience.
• Able to work independently with minimal supervision and/or with a team
• Former experience in a similar position in IBM DCs
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