zSSA - IBM Z Software Support Assistance

Job description

About IBM
IBM is a global technology and innovation company. It is the largest technology and consulting employer in the world, with presence in 170 countries. The diversity and breadth of the entire IBM portfolio of research, consulting, solutions, services, systems and software uniquely distinguishes IBM from other companies in the industry.

Our Center:
The Client Innovation Center is the newest and largest IBM center in Sofia, Bulgaria. It is a hub of global importance for the company, providing end-to-end IT services, including network management, server systems operations, maintenance and monitoring of computer hardware and software covering some of the biggest world markets – US, Canada, Europe, Australia and New Zealand.

At IBM you will have the opportunity to communicate with global teams who have different responsibilities, interests and knowledge. Here you will be placed in a dynamic environment, where you will be given the opportunity to raise your technical skills and become part of the IBM Systems Team.

Job Role Responsibilities:

The zSSA team provides U.S. (and branching out to All Geos) customers, the initial technical contact
for z/OS, z/VM, z/VSE and DB2/IMS, which call in (voice) or send in (electronic) problems encountered.
Candidates for this team are expected to perform Z customer support for the z/OS,
z/VM and z/VSE operating systems. z/OS includes Supervisor, Scheduler, IOS, DFSMS, DB/2, IMS,
and all components supported from z/OS BCP, z/VM and z/VSE Level 2 teams as well as to:

- Listen to customer discussion and interact in a highly professional, courteous, tactful and technical manner to resolve customer problems.
- Provide resolution to known problems, conduct problem analysis, identify failing component
in z/OS, z/VM or z/VSE operating systems through data base searches, order preventive
software service and provide installation planning assistance.
- If the problem cannot be identified and resolved through data base searches and analysis of customer symptoms (Logs, etc...),
forward (re-queue) the customer problem to IBM software specialists (Component SME aka L2) for further analysis.

IBM will deliver product specific and process training to the selected candidates.

Auto req ID

194184BR
Required Education

Technical Diploma
Role ( Job Role )

Remote Technical Support
State / Province

SOFIA
Primary job category

Product Services
Company

(0023) IBM Bulgaria Ltd.
Contract type

Regular
Employment Type

Full-Time
ERBP

Yes
Is this role a commissionable/sales incentive based position?

No
Travel Required

Up to 10% or 1 day a week
IBM Business Group

Systems
Preferred Education

Technical Diploma
City / Township / Village

SOFIA
EO Statement

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

Preferred Technical Aptitude (at least a 2 year College degree concentrating in the Computer or Math field and/or a strong Computer Operations background).
- Demonstrate strong communication and software diagnosis skills (in English) critical
as the work involves direct communication with external IBM customers who are
technical systems programmers, and this communication is usually the first technical
contact that the customer has with IBM.
- Ability to adapt to change
- Ability to work well on a team

Language Requirements: Fluent English (both written and spoken)
Country/Region

Bulgaria
Preferred Technical and Professional Experience

NA
Secondary Job Category

Other Product Services
Eligibility Requirements

n/a
Position Type

Early Professional
Early Professional Track

Industry Early Professional
New Collar Role

Yes