Job Description
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 of 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
You will be responsible for IT infrastructure solution construction, implementation, systems integration and management. You will deliver high-quality technical solutions to clients in response to their business requirements.
- Rack, build, cable, configure, and provision Intel and AMD servers.
- Rack, cable, and deploy networking equipment.
- Troubleshoot, test, quality assurance of server hardware.
- Professionally resolve hardware issues via trouble ticket.
- Troubleshoot and resolve problems with basic network and operating system installations and configurations.
- Monitor and manage datacenter infrastructure.
- Monitor and assist our automated provisioning system for new server orders.
- Monitor and escalate issues with customer's servers as necessary.
- Monitor and escalate any abnormalities in datacenter through regular walkthroughs.
Required Technical and Professional Expertise
- 2 to 3 years of experience working in a 24/7 datacenter environment.
- 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, 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.
About Business Unit
IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries and our clients are the architects of the future.
About Life @ IBM
In a world where technology never stands still, we understand that dedication to our clients' success, innovation that matters, and trust and personal responsibility in all our relationships lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment every day, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth-minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide ongoing feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team-focused approach to include different perspectives to drive exceptional outcomes for our customers.
The courage our IBMers have to make critical decisions every day is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome-focused approach within everything that they do.
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