IBM Technical Support Professional in RESEARCH TRIANGLE PARK, North Carolina

Job Description

The Solution Support Competency Center (SSCC) is leading the charge in supporting complex integrated storage products end to end. Our team doesn’t stop at the traditional boundaries of product support. We are the single interface to our clients to address all of their storage solution problems, regardless if they are software, hardware or customer environment (network) related. SSCC, and its counterparts in EMEA and AP provide coverage for our clients via a Follow The Sun (FTS) support model. Together, we support our customers in ways they could never have imagined in helping them achieve their goals. We have a world-class team supporting leading-edge technologies to propel you into a future that you create.

This position involves working with our customers, which are some of the world’s top research, health care and technology providers. We interface with development SME’s, client care, Sales, Offering Management and other internal/external teams to resolve client product issues and improve overall Product Quality. The candidate must be able to assist with advanced hardware, operating systems (Linux), Spectrum Scale Distributed Files System, Storage and network integration issues. Since our product line is centered around software defined storage, we require individuals who wish to be challenged technically and feel comfortable working in an unstructured environment creating resolutions to problems as they arise.

Responsibilities include :

Assist our customers in the resolution of technical problems in their Elastic Storage Server (ESS) environment. Perform diagnostics and problem isolation on hardware and software components. Interlock with internal and external technical teams, Offering Management to resolve product defects and improve product quality as well as ease of use/consumability.

Work with customer account teams to ensure total customer satisfaction by representing our customers’ needs and requirements to product management and engineering.

Build tools, generate training materials, create problem resolution articles to assist our clients in expanding their deployment and knowledge base

Required Technical and Professional Expertise

  • English (Fluent in verbal and written)

  • At least 1- 2yrs experience in Linux or UNIX Systems Administration

  • At least 1-2 yrs experience in Network Administration

  • A passion for customer support and flexibility due to business needs

Preferred Tech and Prof Experience

  • At least 1- 2yrs experience in Linux or UNIX Systems Administration

  • At least 2 years of experience in Spectrum Scale Distributed File System

  • At least 2 years of experience in IBM disk storage, SAS and Fiber RAID storage

  • At least 2 years of NAS protocol services (NFS, CIFS)

  • Basic understanding of Power series servers

EO Statement

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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.