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 professional specializing in IBM Remote Code Load solutions, you will provide services to clients in support of their technical environments, including IBM Private Cloud or IBM Hybrid Cloud Infrastructure solutions. You will utilize the Cognitive Support Platform, Drupal, IBM Documents, and ARM to identify and resolve technical issues, ensuring timely and effective solutions that meet client needs. Your primary responsibilities will include:

• Identify Root Technical Issues: Work directly with clients to understand their current technical environment and the impact of technical issues on their business, assessing available options to recommend the best course of action.
• Collaborate with Support Teams: Engage with other Support teams, Complaint Management, and Development teams to facilitate knowledge sharing, expedite issue resolution, and drive product improvements.
• Provide Solution Delivery: Deliver hardware and software maintenance, IBM products, and services that meet client needs, ensuring client satisfaction with the delivery.
• Assess Client Environments: Understand client-owned environments, including IBM Private Cloud or IBM Hybrid Cloud Infrastructure solutions, to provide tailored support and recommendations.
• Resolve Technical Issues: Utilize the Cognitive Support Platform, Drupal, IBM Documents, and ARM to resolve technical issues efficiently and effectively.
• Exposure to IBM Remote Code Load: Understanding of IBM Remote Code Load solutions and their interaction with other IBM hardware, software, and cloud solutions.
• Experience with Cognitive Support Platform: Familiarity with the Cognitive Support Platform, Drupal, IBM Documents, and ARM to identify and resolve technical issues.
• Technical Understanding of IBM Cloud Solutions: Knowledge of IBM Private Cloud or IBM Hybrid Cloud Infrastructure solutions and their integration with client-owned environments.
• Experience with Issue Resolution: Exposure to assessing and resolving technical issues, including identifying root causes and recommending solutions.
• Familiarity with Collaboration Tools: Experience working with collaboration tools and platforms to facilitate knowledge sharing and issue resolution with Support teams, Complaint Management, and Development teams.
• Exposure to IT Service Management: Understanding of IT service management principles and practices, including incident, problem, and change management, to deliver high-quality support services.
• Familiarity with Cloud Computing: Knowledge of cloud computing concepts, including infrastructure as a service (IaaS), platform as a service (PaaS), and software as a service (SaaS), to support clients' cloud-based environments.
• Experience with Technical Troubleshooting: Exposure to technical troubleshooting methodologies and tools to identify and resolve complex technical issues efficiently. Costa Rica Infrastructure & Technology Hybrid Entry Level Heredia, CR (0804) IBM Business Transformation Center, S.r.l.