IBM Cloud Advanced Customer Support Engineer (Mid-Shift)

IBM Corporation Houston , TX 77020

Posted 2 months ago

Introduction

The Compute Advanced Customer Support team is seeking cloud support engineers with a technical background that enjoy solving problems and working with customers. As IBM Cloud's technical support organization, qualified candidates will have a passion for helping customers with a determination to improve the overall client experience by quickly identifying and resolving problems.

Your Role and Responsibilities

The Compute Cloud Support Engineer role provides technical support to clients of our infrastructure based offerings and services. The role requires excellent collaboration with team members, other IT organizations, key stakeholders and business partners to meet the needs of the business as well as that of our customers.

Responsibilities:

  • Diagnose and troubleshoot issues reported by IBM Cloud customers.

  • Effectively communicate with customers and partners via phone, chat and case regarding technical issues.

  • Document and track customer cases from start to finish ensuring customer expectations are properly managed and that technical issues are resolved to the customer's satisfaction.

  • Work with engineering, operations, and management to diagnose and resolve critical issues.

Note: Must be able to work the Mid-Shift (3pm-12am).

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Required Technical and Professional Expertise

Required Skills:

  • 1-2 years of experience working directly with customers

  • Strong written and oral communication skills

  • Experience troubleshooting complex technical issues in a structured way

  • Experience in operating systems (Linux, Windows, VMware) administration and troubleshooting

  • Good understanding of Computer Hardware/Bare Metal

  • Industry certifications related to compute technologies such as Linux, Microsoft Windows, VMware

  • Knowledge in server virtualization and storage technologies/products

  • Experience in basic network troubleshooting

  • Experience developing and sharing knowledge with peers and customers

  • Experience with reading and/or writing automation scripts

Preferred Technical and Professional Expertise

Preferred Skills

  • Experience in one or more of these specialized areas:

  • Industry and vendor certifications related to infrastructure offerings.

  • Virtualization products such as VMWare, Citrix XenServer, Hyper-V, etc.

  • Provisioning, storage concepts, Web servers, Web hosting control panels, system administration.

  • Hardware Security Modules.

  • Windows Server 2012+

  • Advanced Troubleshooting of OS and Roles

  • Active Directory

  • Powershell

  • Linux (CentOS/RedHat,Ubuntu/Debian)

About Business Unit

Digitization is accelerating the ongoing evolution of business, and clouds - public, private, and hybrid - enable companies to extend their existing infrastructure and integrate across systems. IBM Cloud provides the security, control, and visibility that our clients have come to expect. We are working to provide the right tools and environment to combine all of our client's data, no matter where it resides, to respond to changing market dynamics.

Your Life @ IBM

What matters to you when you're looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM

IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM

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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Key Job Details

  • Country:US

  • State:TEXAS

  • City:HOUSTON

  • Category:Software Development & Support

  • Required Education:High School Diploma/GED

  • Position Type:Professional

  • Employment Type:Full-Time

  • Contract Type:Regular

  • Req ID:286435BR

  • Location:HOUSTON, TX US

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IBM Cloud Advanced Customer Support Engineer (Mid-Shift)

IBM Corporation