Remote Technical Support - STUDENT CONVERSION

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. As a Remote Technical Support specialist for IBM Power, you will provide services to clients in support of IBM Power systems, AIX, and IBMi, as part of their owned environments, IBM Private Cloud, or IBM Hybrid Cloud Infrastructure solutions. You will utilize the Cognitive Support Platform, Drupal, IBM Documents, ARM, and direct client contact to resolve technical issues. Your primary responsibilities will include:

• Identify Root Technical Issues: Work with clients to identify the root technical issue, understand their current technical environment, and assess the impact on their business. This involves analyzing available options and recommending the best course of action to ensure the final resolution meets the client's needs.
• Collaborate with Support Teams: Collaborate with other Support teams, Complaint Management, and Development teams to enable knowledge sharing, facilitating expedient issue resolution and product improvements.
• Provide Technical Support: Deliver technical support to clients, utilizing a high-level understanding of IBM Power systems architecture, hypervisor, Red Hat Openshift platform, AIX, IBMi, and Linux operating systems, as well as their interaction with other IBM HW, SW, and IBM Cloud Solutions.
• Assess Client Environments: Assess client environments to understand their technical setup and provide tailored support to meet their specific needs.
• Exposure to IBM Power Systems: Familiarity with IBM Power systems architecture, hypervisor, and their interaction with other IBM HW and SW solutions.
• Understanding of Operating Systems: Knowledge of AIX, IBMi, and Linux operating systems, including their integration with IBM Cloud Solutions.
• Experience with Cloud Platforms: Exposure to Red Hat Openshift platform and its application in client environments.
• Familiarity with Support Tools: Experience working with the Cognitive Support Platform, Drupal, IBM Documents, and ARM to resolve technical issues.
• Technical Troubleshooting: Ability to analyze technical issues, identify root causes, and recommend effective solutions.
• Exposure to IT Service Management: Familiarity with IT service management principles and practices, including incident, problem, and change management, is beneficial for this role.
• Knowledge of Scripting Languages: Understanding of scripting languages such as Python, Perl, or shell scripting can be helpful in automating tasks and resolving technical issues.
• Familiarity with Cloud Security: Basic understanding of cloud security concepts and protocols, including data encryption and access controls, can be advantageous in supporting clients with secure cloud solutions. . .
• Experiencia con IBM Power Systems: Conocimiento de la arquitectura de sistemas IBM Power, el hipervisor y su interacción con otras soluciones de hardware y software de IBM.
• Dominio de sistemas operativos: Conocimiento de los sistemas operativos AIX, IBMi y Linux, incluyendo su integración con IBM Cloud Solutions.
• Experiencia en plataformas en la nube: Conocimiento de la plataforma Red Hat OpenShift y su aplicación en entornos de clientes.
• Habilidad con herramientas de soporte: Experiencia en el uso de Cognitive Support Platform, Drupal, IBM Documents y ARM para resolver incidencias técnicas.
• Capacidad de resolución de problemas técnicos: Habilidad para analizar incidencias técnicas, identificar causas raíz y recomendar soluciones efectivas.
• Experiencia con IT Service Management: Conocimiento de los principios y prácticas de la gestión de servicios de TI, incluyendo la gestión de incidentes, problemas y cambios, sería un diferencial para este puesto.
• Dominio de lenguajes de scripting: Conocimiento de lenguajes de scripting como Python, Perl o shell scripting sería útil para automatizar tareas y resolver problemas técnicos.
• Experiencia en seguridad en la nube: Comprensión básica de los conceptos y protocolos de seguridad en la nube, incluyendo cifrado de datos y controles de acceso, sería un diferencial para brindar soporte a clientes con soluciones en la nube seguras. Costa Rica Infrastructure & Technology Hybrid Entry Level Heredia, CR (0804) IBM Business Transformation Center, S.r.l.