Technical Support Professional: Ibm Power Hw

As a member of the Remote Technical Support teams, you will build and utilizes your skills to directly support our customers and work closely with the Product Engineering team on complex issues to drive cases to a resolution. Sometimes no precedent exists requiring you to create a resolution and education for future failures including documentation of steps to resolve. Also accountable for department results and for activities and/or projects involving multi-functional teams. Regularly participates in overall functional program planning. Activities are subject to business measurements, impact customer satisfaction, and impact project costs or expenses.• This role supports the service structure and serviceability of a product for Hardware and Firmware. Responsibilities include providing technical expertise to the Field on problem determination/isolation, then providing action plans to resolve client issues. The Remote Technical Support role may also provide technical expertise in support of critical client situation resolution. This role serves as the Field's interface to Development for the identification and analysis of design, architecture, and process issues and for driving those issues to resolution• Perform failure analysis on IBM Power Hardware I/O adapters and DASD. Can include travel to customer sites around the world.• Remote Technical Support is from pre-product introduction, GA release to product end of life. This role may participate with product development in the product design phase to incorporate product support, diagnosis, and recovery capabilities