Technical Support Professional

Responsibilities:
• In this challenging role, you’ll be responsible to receive and record incident related information, using a variety of tools, techniques and procedures, select appropriate actions to resolve problems. This role participates in remote technical support of IBM software products and/or systems.
• Find solutions for customers with a wide range of server software issues including answering how-to questions, trouble-shooting defects, analyzing performance issues and collaborating across product areas to resolve problems.
• Become trusted resource for customer questions on installs/upgrades/migrations, backup and recoveries, fix maintenance and using storage and virtualized storage solutions.
• Help customers troubleshoot server software problems utilizing IBM team expertise, knowledge content, testing and development discussions.
• Contribute to the IBM knowledge content used by customers and staff by creating and helping to manage documentation.
• Help to bring innovation and new ideas to support products and software