Remote Technical Support - STUDENT CONVERSION

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 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.

Required education High School Diploma/GED

Preferred education High School Diploma/GED

Required technical and professional expertise

• 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.

Preferred technical and professional experience

• 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.

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.

YOUR LIFE @ IBM In a world where technology never stands still, we understand that dedication to our clients' success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment every day, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth-minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide ongoing feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team-focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions every day is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude, and always striving for an outcome-focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason, and science, we can improve business, society, and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, but we're also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing, and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM 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, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS For additional information about location requirements, please discuss with the recruiter following submission of your application.

Locations: Heredia, Heredia, Costa Rica