Level 3 Support Professional

hace 2 días


Guadalajara, México IBM A tiempo completo

**Introduction**
Are you interested in solving tough cases by sorting through evidence and past history?

Join the growing FlashSystems storage business. IBM is seeking to hire a FlashSystems Level 3 (L3) Support Professional. You will be part of an elite team that provides technical assistance and consultation to global customers for complex hardware and firmware related issues. You will rely on advanced problem determination skills to debug client storage systems and bring them into an operational state. You are responsible for communicating corrective actions to the client or IBM representative as appropriate. Your performance positively affects client satisfaction and your achievements are visible to the IBM executive team. You also improve existing technical support tools, procedures, and processes. Based on your field experience, you work with Development and Quality to enhance future products. You provide training for lower levels of support.

**Your Role and Responsibilities**
We are currently looking for an individual to fill the role of a FlashSystems L3 Support Professional based in Mexico.

Job Duties:

- Provide world-class customer support to clients
- Develop documentation on procedures and support tools to improve services efficiency
- Educate Support engineers
- Independently investigate and resolve support issues that require thorough product knowledge
- Handle urgent critical situations and communicate solutions to clients and lower levels of support
- Interface with the team and Development on new problems and ideas for future products

**Required Technical and Professional Expertise**:

A minimum of 4 years of experience in Support or Product Development
- Demonstrated experience in complex problem solving
- Knowledge of storage systems, technology, and/or storage networking
- Demonstrated communication skills in a customer-facing environment.
- A minimum of 4 years of experience in analyzing and troubleshooting problems with systems

**Preferred Technical and Professional Expertise**:

At least 6 years of experience in storage products
- At least 6 years of experience in providing customer support
- At least 6 years of experience in trouble shooting/problem resolution

**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.

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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