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IBM Microsoft Remote Technical Support in GUADALAJARA, Mexico

Introduction

A Technical Support Representatives 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 issue, you’ll love your career at IBM.

Your Role and Responsibilities

Microsoft Software Support

IBM Multi-Vendor Support is looking for high-energy and passionate individuals to join our growing Microsoft Enhanced Services support teams. We provide 24x7 Remote Technical Support to IBM’s Enterprise clients for their Microsoft environments.

IBM Microsoft Enhanced Services works with IBM’s largest clients providing technical and project guidance, diagnosing defects, helping with configuration issues and advising on upgrades for all Microsoft lifecycle products.:

• Drive problem resolution, which include: Questions around open source software usage and best practices

• Review of architecture and design where software is implemented

• Research, understand, and advocate Microsoft software and solutions in heterogeneous Enterprise environments

• Interact Directly with Microsoft corporation for layer three defect discovery and resolution

• Be a part of the on-call rotation (roughly once a month)

You will learn directly from senior level support engineers and through interaction with Microsoft escalation CSS teams. The IBM Microsoft Enhanced Services team is highly collaborative, utilizing mentors, active slack channels and team leads who provide guidance on client issues. You will have opportunities for growth and to help define the direction of the team.

Required Technical and Professional Expertise

  • Education and professional experience:

  • Bachelor's Degree (or equivalent) in relevant subject preferred

  • Significant experience working in technical support or DevOps of one of the categories

  • Language skills:

  • Fluency in English (Verbal and Written)

  • Skills and competencies:

  • Customer-first mindset with high sense of ownership

  • Excellent interpersonal, presentation and communication skills

  • Excellent critical thinking and analytical skills

  • Eagerness to learn and expand technical competencies

  • Able to research client problems on your own as well as via documentation and lab reproduction

  • Technical knowledge, skills and expertise in complex infrastructure, web-based software and enterprise software

  • Proficiency in multiple Microsoft products and technologies (could include Windows, Exchange, SQL, Office 365, Teams, Hyper-v, Directory Services, etc.

  • Nice to have

  • Working knowledge of Azure

  • Familiarity with PS scripting

  • Cloud integration and migration experience very desirable

  • Fluency in additional languages, e.g., Portuguese is an advantage

  • More than 2 years of experience in this type of role

Required Technical and Professional Expertise

Required Technical and Professional Expertise

  • Education and professional experience:

  • Bachelor's Degree (or equivalent) in relevant subject preferred

  • Significant experience working in technical support or DevOps of one of the categories

  • Language skills:

  • Fluency in English (Verbal and Written)

  • Skills and competencies:

  • Customer-first mindset with high sense of ownership

  • Excellent interpersonal, presentation and communication skills

  • Excellent critical thinking and analytical skills

  • Eagerness to learn and expand technical competencies

  • Able to research client problems on your own as well as via documentation and lab reproduction

  • Technical knowledge, skills and expertise in complex infrastructure, web-based software and enterprise software

  • Proficiency in multiple Microsoft products and technologies (could include Windows, Exchange, SQL, Office 365, Teams, Hyper-v, Directory Services, etc.

Preferred Technical and Professional Expertise

  • Nice to have

  • Working knowledge of Azure

  • Familiarity with PS scripting

  • Cloud integration and migration experience very desirable

  • Fluency in additional languages, e.g., Portuguese is an advantage

  • More than 2 years of experience in this type of role

About Business Unit

At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!

Your Life @ IBM

What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM

IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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