Job Information
IBM Datacenter Technician in Ashburn, Virginia
Introduction
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.
Your role and responsibilities
As a Technical Support Representative, you will provide remote technical support assistance to clients and IBM technical personnel on multiple products in high-volume, high-availability product environments. You will utilize your technical expertise to resolve problems and communicate solutions to clients or IBM service representatives. Your primary responsibilities will include:
• Receive and Record Incident Information: Receive and document incident-related information from clients and IBM technical personnel, using various tools and procedures to select appropriate actions for problem resolution.
• Resolve Technical Issues: Use professional knowledge and problem determination skills to resolve hardware, microcode, operating system, application program, and network issues in multi-vendor, multi-protocol networks/systems.
• Communicate Solutions: Clearly communicate solutions or action plans to clients or IBM service representatives, ensuring effective issue resolution.
• Maintain Knowledge Base: Identify and recommend updates to knowledge-based systems and maintenance packages to improve technical support efficiency.
• Provide Multi-Vendor Support: Offer technical support assistance for hardware or software issues in multi-vendor, multi-protocol networks/systems, utilizing problem determination and problem source identification skills.
Required technical and professional expertise
• Exposure to Technical Troubleshooting: Familiarity with using various tools, techniques, and procedures to resolve technical issues in high-volume, high-availability product environments.
• Experience Working with Multiple Products: Exposure to providing technical support assistance on multiple products, including hardware, software, and network systems.
• Understanding of Problem Determination: Basic knowledge of problem determination and problem source identification skills to resolve issues involving hardware, microcode, operating system, application programs, and network issues.
• Familiarity with Knowledge-Based Systems: Exposure to updating knowledge-based systems and maintenance packages to improve technical support efficiency.
• Experience with Multi-Vendor Environments: Familiarity with providing technical support assistance in multi-vendor, multi-protocol networks/systems.
• Able to meet a 12-hour shift with a week setup 3/4
• Able to work weekends as needed
Preferred technical and professional experience
• Familiarity with IT Service Management Tools: Exposure to utilizing various tools and procedures for incident management, problem determination, and resolution in high-volume, high-availability product environments.
• Knowledge of Network Fundamentals: Basic understanding of networking concepts, protocols, and architectures in multi-vendor, multi-protocol networks/systems.
• Exposure to Scripting and Automation: Familiarity with scripting languages and automation tools to improve technical support efficiency and resolve technical issues.
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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.