Introduction

At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You’ll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation. With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress.

Your role and responsibilities

• Provide hardware remote technical support, troubleshooting and analysis assistance for hardware installation (or reinstallation), usage, configuration questions and software installation for Lenovo PC products.
• Provide technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction. 
• Demonstrate excellent oral and written communication skills.
  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.
  Identify known defects and fixes to resolve problems.
  Identify suspected defects and engage escalation team to assist in resolution.
• Aid with questions regarding product documentation related to the supported products.
• Interpret online manuals regarding Lenovo code and application interfaces.                                          
• Strong in soft skills and negotiation to handling customers escalations or complains.
• Collaborate with other support centers and business units to provide seamless problem resolution.
• Demonstrate proficiency in the hardware platform supported by maintaining applicable technical certifications.
• Supporting USA/CA customers, USA/CA time zone, Shift based/rotation, 24/7.

Required education

Bachelor’s Degree

Required technical and professional expertise

• Exposure to Technical Troubleshooting: Experience working with remote troubleshooting and analysis of hardware and software issues, including installation, usage, and configuration problems.
• Familiarity with Problem Resolution: Exposure to identifying known defects and fixes, and providing assistance on supported product known defects.
• Understanding of Diagnostic Tools: Experience working with diagnostic information, including traces and dumps, to isolate problem causes.
• Basic Knowledge of Technical Certifications: Exposure to maintaining technical certifications for hardware and software platforms.
• Experience with Client Communication: Experience working with clients, providing technical support and demonstrating excellent oral and written communication skills. ·        Expressing any certain aspect of the workplace to make it better “Self-motivated “.
• ·        Fluent in English is a must.

Preferred technical and professional experience

·        B.Sc. in Electronics/Communication/Computer Engineering – Computer science

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. Join us to help build our leading-edge technology portfolio  designed for cognitive business and optimized for cloud computing.

YOUR 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 everyday, 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 on-going 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 everyday 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.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business. 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.