Offers “IBM”

Expires soon IBM

IBM DS8000 Remote Support - Subject Matter Expert

  • Internship
  • Tucson (Pima)
  • Infra / Networks / Telecom

Job description

Work on some of the newest and cutting-edge storage equipment that IBM has to offer. As a Subject Matter Expert, you will be a large part of how products develop and grow throughout the product lifecycle. Team members work closely with each other, development, and other teams to provide the best possible customer experience.

The DS8K Subject Matter Expert (SME) supports the service structure and serviceability of the DS8K enterprise disk storage product. The SME is typically engaged to provide technical expertise for critical situations. The SME also works with Development, Engineering, Test, Reliability Availability Serviceability (RAS), and others early in the development cycle to learn the designs and implementation of systems/subsystems. The SME then acts as an interface to the field in resolving complex problems for customers. Further, the SME provides support to Technology Support Services (TSS), Remote Support Centers and Remote Code Load teams to develop and drive the implementation of product repair, field management, and problem resolution strategies.

Responsibilities of this role include using a number of problem reporting tools such as Cognitive Support Platform (CSP), Remote Technical Assistance Information Network (RETAIN – field call reporting system), and Configuration Management Version Control (CMVC). The SME provides break-fix support, critical situation support (especially for such Software products as CSM and Copy Services), customer impact event, repair action analysis, and field engineering change support. Critical thinking, project management, and communication are required as we are a global support organization and work daily with teams around the world to coordinate activities and projects. SME will be involved in many more exciting projects highlighting opportunities with automation, tools development, scripting and more.
Auto req ID

332065BR
Required Education

High School Diploma/GED
Role ( Job Role )

Technical Support Professional
State / Province

ARIZONA
Primary job category

Software Development & Support
Company

(0147) International Business Machines Corporation
Contract type

Regular
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

Systems
Preferred Education

Bachelor's Degree
City / Township / Village

Tucson
Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

2+ years experience in applying problem solving techniques
2+ years experience in a Customer Service Representative role
2+ years experience in applying call handling standards
2+ years experience in supporting clients by telephone
2+ years experience in applying customer satisfaction skills

Country/Region

United States
Preferred Technical and Professional Experience

5+ years experience in applying problem solving techniques
5+ years experience in a Customer Service Representative role
5+ years experience in applying call handling standards
5+ years experience in supporting clients by telephone
5+ years experience in applying customer satisfaction skills
1+ year experience in performing as a Technical Solution Manager or Project Manager

Secondary Job Category

Other Software Development & Support
Eligibility Requirements

None
Position Type

Professional
Early Professional Track

Not Applicable - Professional Hire
Location Statement

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
New Collar Role

Yes
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 Life @ IBM

What matters to you when you're looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.
About Business Unit

IBM 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.
About IBM

IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Make every future a success.
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