Mvs Networking Remote Technical Support Specialist

2 weeks ago

Markham, Canada IBM Full time

Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities
- Solving end-to-end networking issues in a multivendor environment which includes break-fix and solutions support for external and internal clients
- Identify known defects and fixes to resolve problems for MVS Networking products using Partner and IBM tools and knowledge bases
- Review and analysis of diagnostic information to assist in isolation of a problem cause for MVS Networking products.
- Provide remote troubleshooting (problem determination and problem source identification) and analysis assistance for installation, usage, and basic configuration questions of MVS Networking products.
- Provide answers for general usage and operational questions of MVS Networking products
- Facilitate the fulfillment of vendor RMA processes using vendor tools and processes

Required Technical and Professional Expertise
- Professional written and verbal English communication skills.
- Proven problem solving and analytical skills
- Ability to effectively utilize both IBM and vendor Partner knowledge bases / technical and site documentation to effectively troubleshoot client Networking issues
- IT related University/College degree with emphasis of study in Networking Technologies (e.g. Routing and Switching, Security, Wireless)
- Dedication towards continued technical skills development and acquisition of industry certifications (with current focus on Cisco, Juniper, Arista, Palo Alto and Checkpoint vendor technologies) and recertifications
- Growth minded with an aptitude for developing skill in future growth areas of Project Based Services (PBS) and Enterprise Networking opportunities (SDN, Healthcheck, Monitoring), including ad hoc project assigments
- Minimum certification in Cisco CCNA (in at least one of Routing & Switching, Wireless, Security or Collaboration technologies) or a documented plan to complete such within first 3 months of hire.
- Demonstrated proficiency in both hardware platforms and software operating systems related to the Networking field.
- Demonstrated customer centric approach to be driven to deliver on a positive client experience to achieve positive client survey results

Preferred Technical and Professional Expertise
- Familiarity with IBM call management systems and processes
- Proven track record of using CSP (Cognitive Support Platform) and Live Agent Chat is preferred

About Business UnitIBM 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.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

Location StatementMust have the ability to work in Canada without sponsorship.

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