Software Developer
IBM
Software Engineering
Poughkeepsie, NY, USA
Posted on Thursday, August 29, 2024
Introduction
IBM Infrastructure is a catalyst that makes the world work better because our clients demand it. Heterogeneous environments, the explosion of data, digital automation, and cybersecurity threats require hybrid cloud infrastructure that only IBM can provide.
IBM Infrastructure is a catalyst that makes the world work better because our clients demand it. Heterogeneous environments, the explosion of data, digital automation, and cybersecurity threats require hybrid cloud infrastructure that only IBM can provide.
Your ability to be creative, a forward-thinker and to focus on innovation that matters, is all support by our growth minded culture as we continue to drive career development across our teams. Collaboration is key to IBM Infrastructure success, as we bring together different business units and teams that balance their priorities in a way that best serves our client’s needs.
IBM’s product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.
Your Role and Responsibilities
As a part of the development organization, you will be the voice of the customer giving feed back, and advocating for enhancements that are most important to our customers. You will work with developers and service representatives that interface with ICIC to provide customers with the best possible outcomes. We closely collaborate with the international development teams of IBM (e.g. hardware and firmware development), the product owners, and other development groups.
The focus of ICIC is for customer automation and deployment of guest servers and systems configuration. As a key member of our dynamic team, you will play a vital role in crafting exceptional software experiences.
Your responsibilities will comprise of providing direct service communication , design input, problem determination and bug fixing, performance analysis, and solving client problems. Your interaction with the overall ICIC team is key, and client facing activities (e.g. client support, providing lectures conferences) are possible.
In this job offering, we are specifically looking for new team members to grow our ICIC team working with IBMs biggest customers.
Are you interested in large systems and productivity tools? If so, our team is the right place for you!
Key Responsibilities:
Provide timely and professional technical support to customers via email, addressing inquiries related to Lenovo PC products.
Diagnose software issues, including but not limited to, installation configuration problems, connectivity issues, system crashes, hardware errors, connectivity problems, and peripheral compatibility.
Guide customers through troubleshooting steps, utilizing assistance tools and diagnostic software where necessary to identify and resolve technical issues.
Guide customers through installation, configuration, and service steps, utilizing remote diagnostics and diagnostic software where necessary to resolve problems.
Document all interactions with customers, including issue details, troubleshooting steps taken, and resolutions provided, in a comprehensive manner.
Escalate complex technical issues to senior support staff or appropriate internal teams, ensuring prompt resolution and customer satisfaction.
Stay updated on ICIC product specifications, technical documentation, and troubleshooting procedures to provide accurate and up-to-date support.
Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to communicate customer feedback and contribute to product improvement initiatives.
Participate in training sessions and knowledge-sharing activities to enhance technical skills and stay informed about new IBM virtualization products and technologies.
Maintain a positive and customer-focused attitude while adhering to service level agreements (SLAs) and quality standards for email support.
Required Technical and Professional Expertise
Proven experience in technical support roles, preferably with a focus on IBM z servers or similar hardware.
Proficiency in diagnosing and troubleshooting hardware and software issues related to servers and virtualized servers.
Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and concisely via email.
Strong customer service orientation with a passion for helping customers resolve technical challenges effectively.
Ability to work independently in a remote environment, demonstrating self-motivation, time management skills, and attention to detail.
Familiarity with remote support tools, diagnostic utilities, and ticketing systems for tracking and managing customer inquiries.
· 3+ years of experience in customer service remote service interactions.
· 2+ years of experience in systems maintenance and systems level programming
· 2+ years of experience in systems operations, user interfaces
· Expert skills in team-based problem solving.
· Expert skills in source code repository systems (e.g. git), scripting languages (e.g. Python) and remote log analysis
Preferred Technical and Professional Expertise
· Skills with productivity tools and server deployment.
· Skills in server virtualization
· Skills in current remote customer service
· Skills in IBM z configuration and IBM z virtual servers
· You are highly motivated
· Demonstrated communication skills
