IBMz Hardware Remote Technical Support

This job is on permanent off-working hours, USA working time In this role you will be in the middle of the zSystems Support ecosystem having the chance to resolve deep technical customer problems on hardware level by engaging and providing instructions remotely, whilst in the same time having the opportunity to interlock with Development, Product Engineering and Field Support. You will get to learn and understand IBMz hardware problem determination data such as logs, traces and program exempts. Build knowledge and expertise in critical system recovery, setup and configuration that is highly endorsed by our enterprise customers world wide. As a Technical Support Professional, you resolve issues impacting IBM client business and play a key role in enhancing the client experience. You lead the problem resolution process through analysis and troubleshooting of technical issues and problems, with variety of complexity, through deployment of solutions or workarounds to ensure the client satisfaction and minimize business impact. Your responsibilities will include direct communication with clients, analyzing diagnostic information, troubleshooting, problem recreation and debugging client zSystem environment issues to determine course of action and/or solutions. You create and reuse knowledge assets and content to promote client self-sufficiency through digital solutions and improve effectiveness of the IBM teams. You coordinate and collaborate with Development, Services and Field teams to ensure technical solutions are relevant, timely and effective. You collaborate with Development to drive product quality, functionality, serviceability, and usability improvements through intelligence gathered from case data and client feedback. You understand the client’s business impact and technical needs and act as their trusted advisor for successful utilization of IBM products & solutions. Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, Math, Science, or related field, and/or equivalent experience. Excellent English communication skills (verbal and written). Acting in a respectful and professional manner to represent IBM to its high-profile clients. Working in high pressure, dynamic situations with a large degree of autonomy. Being agile and open-minded to quickly adapt to procedures and tools required for the position. Focused and results oriented with commitment to accuracy and attention to details. Excellent organizational, analytical, and problem determination/solving skills. Experience in Support of High-End or Enterprise Systems. Expertise in Support of IBMz Systems Hardware: z16, z15, z14 other IBMz legacy systems. Experience with Cognitive Support Platform (Salesforce). Client facing technical support professional experience. Experiences working with a global team. Bulgaria Infrastructure & Technology Hybrid Entry Level Sofia, BG