Remote Technical Support Power Hardware

Job description

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

As a member of the Remote Technical Support teams, you will build and utilizes your skills to directly support our customers and work closely with the Product Engineering team on complex issues to drive cases to a resolution. Sometimes no precedent exists requiring you to create a resolution and education for future failures including documentation of steps to resolve. Also accountable for department results and for activities and/or projects involving multi-functional teams. Regularly participates in overall functional program planning. Activities are subject to business measurements, impact customer satisfaction, and impact project costs or expenses.
• This role supports the service structure and serviceability of a product for Hardware and Firmware. Responsibilities include providing technical expertise to the Field on problem determination/isolation, then providing action plans to resolve client issues. The Remote Technical Support role may also provide technical expertise in support of critical client situation resolution. This role serves as the Field's interface to Development for the identification and analysis of design, architecture, and process issues and for driving those issues to resolution
• Perform failure analysis on IBM Power Hardware I/O adapters and DASD. Can include travel to customer sites around the world.
• Remote Technical Support is from pre-product introduction, GA release to product end of life. This role may participate with product development in the product design phase to incorporate product support, diagnosis, and recovery capabilities

Required Technical and Professional Expertise
• A minimum of 1 years of experience working with IBM Power Hardware or X86_64 Server Hardware
• Exposure to IBM Power Hardware and features, Intel/AMD Hardware, System Adapters, HDD, SDD, & NVMe
• Demonstrated communication skills in a customer facing environment.
• A minimum of 1 years of experience in debugging system failures either hardware or software

Preferred Technical and Professional Expertise
• 1 Years working on IBM Power Hardware with exposure to 2 of the following OS types: IBM I, AIX, VIOS, Linux (RHEL, SLES, Ubuntu)
• 6 months Analyzing physical hardware failures with the ability to read adapter specification sheets.
• 6 months Ability to read IBM System dumps (PEDBUG, SNAPS, IQQY Logs, PEL/PAL’s) or Linux SOS logs.