ALL APPLICANTS MUST COMPLETE A BACHELORS DEGREE IN INFORMATION TECHNOLOGY (OR EQUIVALENT ACCREDITED DEGREE) IN TIME FOR TARGETED START DATE OF SUMMER 2013. MUST BE WILLING TO RELOCATE AS NECESSARY TO TUCSON, AZ.
DFSMS Level 2 Technical Support is looking for a self-motivated, responsible person to be a technical support representative. This position includes customer support for the DFSMS family of products This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions. Provides technical support assistance to clients and/or IBM field support (SSRs) using problem determination/problem source identification skills. Uses technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. Communicates action plans to the client or IBM representative as appropriate. Recommends and implements new or improvements to existing technical support tools, procedures, and processes. May provide training for and mentor others on the team. Contributes to department attainment of organizational objectives and high client satisfaction. A strong candidate should have good written and verbal communication skills and a strong programming or engineering background.
About DFSMS Technical Support
DFSMS Technical Support provides customer support and performs product readiness on zSeries Storage Software Products. zSeries Storage Software Products are commonly referred to as DFSMS (Data Facility Storage Management Subsystem).
DFSMS is a software suite that automatically manages data from creation to expiration. DFSMS provides allocation control for availability and performance, backup/recovery, disaster recovery services, space management, tape management, and reporting, as well as simulation for performance and configuration tuning. Most Fortune 500 companies use DFSMS products.
The basic job responsibilities of a Level 2 DFSMS Technical Support member consist of the following:
1. Analyze suspected code defects experienced by customers via
a. Source code debugging
b. Storage dump analysis
c. Creation of software mechanisms for gathering diagnostic information
2. Provide callback and electronic response customer service
3. Provide software modifications and provide solutions for customer problems
4. Perform operational tracking and manage operational data
5. Provide quality measurement output
For more information on DFSMS please reference the following link:
http://publib.boulder.ibm.com/infocenter/zos/basics/index.jsp?topic=/com.ibm.zos.zdatamgmt/zsysprogc_dfsmselements.htm
Required
High School Diploma/GED
Readiness to travel 10% travel annually
U.S. citizenship required
English: Fluent
Preferred
Bachelor's Degree in Engineering
Basic knowledge in Apply Knowledge of Software Development Cycle
Basic knowledge in Manage Client Expectations/Satisfaction
Basic knowledge in Use Problem Management/Tracking
Basic knowledge in Assembler
Basic knowledge in C/C++
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 - 4 months ago
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