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IBM : z/OS Communications Server Technical Support Professional in RESEARCH TRIANGLE PARK, North Carolina

Introduction

Software Developers at IBM are the backbone of our strategic initiatives to design, code, test, and provide industry-leading solutions that make the world run today - planes and trains take off on time, bank transactions complete in the blink of an eye and the world remains safe because of the work our software developers do. Whether you are working on projects internally or for a client, software development is critical to the success of IBM and our clients worldwide. At IBM, you will use the latest software development tools, techniques and approaches and work with leading minds in the industry to build solutions you can be proud of.

Your Role and Responsibilities

SYSzART19 / #GHOST

As a Technical Support Specialist at IBM you are the first point of contact with our clients. Your main responsibilities are to provide technical support and assistance to clients and business regarding their software issues. We provide industry-leading solutions that make the world run today - planes and trains take off on time, bank transactions complete in the blink of an eye, and the world remains safe because of the dedication our Technical Support has to our clients. Whether you are working on projects internally or for a client, Technical Support is critical to the success of IBM and our clients worldwide. At IBM, you will use the latest software development tools, techniques and approaches and work with leading minds in the industry for solutions you can be proud of. Above all, we are looking for applicants who will thrive in an open, vibrant, flexible, fun-spirited, collaborative environment and desire creative freedom and an opportunity to work on a high performing team!

Job Duties:

  • Specialize in performing and enabling technical support of IBM Lab software and solutions.

  • Provide technical support assistance to customers using problem determination and problem source identification skills.

  • Utilize technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.

  • Communicate action plans to the customer or IBM representative, as appropriate.

  • Recommend and implement new or improvements to existing technical support tools, procedures, and processes.

  • Provide training for and mentor others on the team.

  • Contribute to department attainment of organizational objectives and high customer satisfaction.

About the Team

We are a talented and dedicated team committed to supporting our customers across the globe. The team resolves high visibility issues impacting IBM client business and play a key role in enhancing client experience.

Required Technical and Professional Expertise

  • 3+ years of experience in a customer support environment

  • 3+ years debugging/troubleshooting and implementing solutions to complex technical issues

  • 3+ years working with TCP/IP and/or SNA protocols

  • Have an in-depth understanding of network technologies

  • Must be highly motivated, eager to learn and have a passion for supporting great products

  • Possess strong verbal and written communication skills

Preferred Technical and Professional Expertise

  • Knowledge of or experience using the MVS / z/OS mainframe operating system concepts

  • Working knowledge of PLX, PLAS, REXX, and Assembler programming skills

  • Working knowledge of packet trace or wireshark

  • Ability to analyze system output from system ABENDs (logs, dumps)

  • Able to diagnose problems ranging from coding defects, configuration issues, or performance

  • Knowledge of Customer Relationship Management tools such as Salesforce

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

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.

IBM intends this job to be performed entirely outside of Colorado.

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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