Technical Support Agent

hace 2 días

Guadalajara, México IBM A tiempo completo

**Introduction**
TSS Multi-Vendor Services - working under the Americas Delivery Organization with focus on MVS non-SaaS projects, Deployment MVS and clients.
Vendor management Coordinators will be responsible for direct contact with Vendors and Clients in scheduling deployment task. Organizing and maintaining schedules and validation equipment arrival, site survey completions, cabling, electrical, and Hardware installation services.
You will work on a complex project, handling customer satisfaction and escalations. You will also work on activities involving multiple organizations and units inside and outside of IBM TSS.
There are many Vendors providing services for TSS, and you will also need to meet and manage the vendors performance. Customer experience is key to success.

**Your Role and Responsibilities**
Will provide support during the night of the installs to ensure the deployment flows smooth. Resolution of common know issues and escalation when needed to the next level of support

**Required Technical and Professional Expertise**
- Experience in Project Management dealing with Deployments
- Desirable experience in TSS
- Experience with working with clients and stakeholders within the business
- Ability to direct the work of others
- Ability to work in a team environment
- Ability to work collaboratively

**Preferred Technical and Professional Expertise**
- Experience with project management methodologies
- 1+ years of experience with MS Project or other project management scheduling tools
- 3 years - demonstrated client interaction and excellent communication skills; both (written and verbal)

**About Business Unit**

Technical Support Center Professional provides technical support assistance to customers and IBM technical personnel on multiple products, subsystems and/or systems in the High Availability product environment. Seeks and exchanges information and concepts to ensure complete understanding of details related to problem incident or request, and ensures problem record is complete and correct. Uses in-depth technical knowledge, as well as specialized support tools, techniques, and procedures to identify and evaluate possible problem cause and solution alternatives, and to determine most likely cause(s) and solution(s). Communicates action plan to the customer or IBM representative as appropriate. Recommends and implements new or improvements to existing technical support tools, procedures, and processes. Viewed as a technical expert. Will contribute to department attainment of organizational objectives and high customer satisfaction.

Has an advanced understanding of and is able to fully articulate IBM's service delivery and technical support methodology. Assumes additional responsibilities as needed.

Are you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.
Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change - to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.
It's time to define your career.

**About IBM**

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

**Location 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, 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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