Remote Technical Support - STUDENT CONVERSION

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. As a Remote Technical Support professional for IBM RCL, you will provide services to clients in support of IBM Remote Code Load solutions, working directly with clients to identify and resolve technical issues. Your work will ensure the final resolution meets the needs of the client and maintains their satisfaction with the delivery of hardware and software maintenance, IBM products, and services. Your primary responsibilities will include: • Identify Technical Issues: Using the Cognitive Support Platform, Drupal, IBM Documents, and ARM, you will work to identify the root technical issue and understand the client's current technical environment and its impact on their business. • Collaborate with Teams: You will collaborate with other Support teams, Complaint Management, and Development teams to enable knowledge sharing, facilitating expedient issue resolution and product improvements. • Assess and Recommend: By understanding the technical issues, you will assess the available options and recommend the best course of action to meet the client's needs. • Deliver Client-Facing Support: You will provide direct support to clients, ensuring their satisfaction with the delivery of hardware and software maintenance, IBM products, and services. • Maintain Technical Understanding: You will maintain a technical understanding of the IBM Remote Code Load and its interaction with other IBM HW, SW, and IBM Cloud Solutions. • Exposure to IBM Remote Code Load: Familiarity with IBM Remote Code Load solutions and their integration with client-owned environments, IBM Private Cloud, or IBM Hybrid Cloud Infrastructure solutions. • Experience with Cognitive Support Platform: Knowledge of the Cognitive Support Platform, including tools such as Drupal, IBM Documents, and ARM, to identify and resolve technical issues. • Understanding of IBM HW and SW: Basic understanding of IBM hardware and software products and their interactions with IBM Cloud Solutions. • Exposure to Technical Issue Resolution: Experience working with clients to identify and resolve technical issues, assessing available options, and recommending courses of action. • Familiarity with Collaboration Tools: Experience working with collaboration tools and platforms to facilitate knowledge sharing and issue resolution with other Support teams, Complaint Management, and Development teams. • Familiarity with IBM Cloud: Exposure to IBM Cloud Solutions, including IBM Private Cloud and IBM Hybrid Cloud Infrastructure, is beneficial for understanding the integration with IBM Remote Code Load solutions. • Knowledge of Collaboration Platforms: Experience working with collaboration tools and platforms beyond the Cognitive Support Platform can facilitate knowledge sharing and issue resolution with other teams. • Understanding of IT Service Management: Basic understanding of IT service management principles can help in delivering client-facing support and ensuring client satisfaction with hardware and software maintenance, IBM products, and services. . . • Experiencia con IBM Remote Code Load: Familiaridad con las soluciones de IBM Remote Code Load y su integración con entornos propiedad del cliente, IBM Private Cloud o soluciones de infraestructura de IBM Hybrid Cloud. • Destreza en Cognitive Support Platform: Conocimiento de la plataforma Cognitive Support Platform, incluyendo herramientas como Drupal, IBM Documents y ARM, para identificar y resolver problemas técnicos. • Familiaridad con IBM HW y SW: Conocimiento básico de los productos de hardware y software de IBM y su interacción con las soluciones de IBM Cloud. • Competencia en resolución de problemas técnicos: Experiencia en el trabajo con clientes para identificar y resolver problemas técnicos, evaluar opciones disponibles y recomendar cursos de acción. • Dominio técnico de herramientas de colaboración: Experiencia en el uso de herramientas y plataformas de colaboración para facilitar el intercambio de conocimientos y la resolución de problemas con otros equipos de Soporte, Gestión de Reclamaciones y Desarrollo. • Familiaridad con IBM Cloud: Conocimiento de las soluciones de IBM Cloud, incluyendo IBM Private Cloud e IBM Hybrid Cloud Infrastructure, sería un diferencial para comprender la integración con las soluciones de IBM Remote Code Load. • Destreza en plataformas de colaboración: Experiencia en el uso de herramientas y plataformas de colaboración más allá de la Cognitive Support Platform sería un diferencial para facilitar el intercambio de conocimientos y la resolución de problemas con otros equipos. • Familiaridad con la gestión de servicios de TI: Conocimiento básico de los principios de gestión de servicios de TI sería un diferencial para brindar soporte orientado al cliente y garantizar su satisfacción con el mantenimiento de hardware y software, los productos y servicios de IBM. Costa Rica Infrastructure & Technology Hybrid Professional Heredia, CR (0804) IBM Business Transformation Center, S.r.l.