Job Description
Introduction
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.
Your Role And Responsibilities
Provide hardware remote technical support, troubleshooting and analysis assistance for hardware installation (or reinstallation), usage, configuration questions and software installation for Lenovo/x86 products.
Provide technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction. Demonstrate excellent oral and written communication skills.
Provide answers for general usage and operation questions.
Provide problem determination / problem source Identification. Review diagnostic information to assist in isolation of a problem cause.
Identify known defects and fixes to resolve problems.
Identify suspected defects and engage escalation team to assist in resolution.
Aid with questions regarding product documentation related to the supported products.
Interpret online manuals regarding IBM code and application interfaces.
Collaborate with other support centers and business units to provide seamless problem resolution.
Demonstrate proficiency in the hardware platform supported by maintaining applicable technical certifications.
Supporting USA customers, USA time zone, Shift based/rotation, 24/7.
Preferred Education
Bachelor's Degree
Required Technical And Professional Expertise
B.Sc. in Electronics/Communication/Computer Engineering Computer science.
Excellent communication and problem-solving skills
1 3 years of experience in Technical Support or similar fields
Fluent in English is a must.
Expressing any certain aspect of the workplace to make it better Self-motivated .
Handling off hours for business needs, whenever required.
Preferred Technical And Professional Experience
Hiring manager and Recruiter should collaborate to create the relevant verbiage.
