IBM Computing
Software Developer
IBM Computing, Poughkeepsie, New York, United States,
IBM Software Developer in Poughkeepsie, New York
IntroductionIBM Infrastructure is a catalyst that makes the world work better because our clients demand it. Heterogeneous environments, the explosion of data, digital automation, and cybersecurity threats require hybrid cloud infrastructure that only IBM can provide.Your ability to be creative, a forward-thinker and to focus on innovation that matters, is all supported by our growth-minded culture as we continue to drive career development across our teams. Collaboration is key to IBM Infrastructure success, as we bring together different business units and teams that balance their priorities in a way that best serves our client's needs.IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.Your Role and ResponsibilitiesAs a part of the development organization, you will be the voice of the customer giving feedback, and advocating for enhancements that are most important to our customers. You will work with developers and service representatives that interface with ICIC to provide customers with the best possible outcomes. We closely collaborate with the international development teams of IBM (e.g., hardware and firmware development), the product owners, and other development groups. The focus of ICIC is for customer automation and deployment of guest servers and systems configuration. As a key member of our dynamic team, you will play a vital role in crafting exceptional software experiences.Key Responsibilities:Provide timely and professional technical support to customers via email, addressing inquiries related to Lenovo PC products.Diagnose software issues, including but not limited to, installation configuration problems, connectivity issues, system crashes, hardware errors, and peripheral compatibility.Guide customers through troubleshooting steps, utilizing assistance tools and diagnostic software where necessary to identify and resolve technical issues.Document all interactions with customers, including issue details, troubleshooting steps taken, and resolutions provided, in a comprehensive manner.Escalate complex technical issues to senior support staff or appropriate internal teams, ensuring prompt resolution and customer satisfaction.Stay updated on ICIC product specifications, technical documentation, and troubleshooting procedures to provide accurate and up-to-date support.Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to communicate customer feedback and contribute to product improvement initiatives.Maintain a positive and customer-focused attitude while adhering to service level agreements (SLAs) and quality standards for email support.Required Technical and Professional ExpertiseProven experience in technical support roles, preferably with a focus on IBM z servers or similar hardware.Proficiency in diagnosing and troubleshooting hardware and software issues related to servers and virtualized servers.Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and concisely via email.Strong customer service orientation with a passion for helping customers resolve technical challenges effectively.Ability to work independently in a remote environment, demonstrating self-motivation, time management skills, and attention to detail.Familiarity with remote support tools, diagnostic utilities, and ticketing systems for tracking and managing customer inquiries.3+ years of experience in customer service remote service interactions.2+ years of experience in systems maintenance and systems-level programming.2+ years of experience in systems operations, user interfaces.Expert skills in team-based problem solving.Expert skills in source code repository systems (e.g., git), scripting languages (e.g., Python), and remote log analysis.Preferred Technical and Professional ExpertiseSkills with productivity tools and server deployment.Skills in server virtualization.Skills in current remote customer service.Skills in IBM z configuration and IBM z virtual servers.Demonstrated communication skills.About Business UnitIBM 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.Your Life @ IBMIn 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.Are you ready to be an IBMer?About IBMIBM'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. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.Location StatementIBM offers a competitive and comprehensive benefits program. Eligible employees may have access to healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well-being.We consider qualified applicants with criminal histories, consistent with applicable law.Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer.
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IntroductionIBM Infrastructure is a catalyst that makes the world work better because our clients demand it. Heterogeneous environments, the explosion of data, digital automation, and cybersecurity threats require hybrid cloud infrastructure that only IBM can provide.Your ability to be creative, a forward-thinker and to focus on innovation that matters, is all supported by our growth-minded culture as we continue to drive career development across our teams. Collaboration is key to IBM Infrastructure success, as we bring together different business units and teams that balance their priorities in a way that best serves our client's needs.IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.Your Role and ResponsibilitiesAs a part of the development organization, you will be the voice of the customer giving feedback, and advocating for enhancements that are most important to our customers. You will work with developers and service representatives that interface with ICIC to provide customers with the best possible outcomes. We closely collaborate with the international development teams of IBM (e.g., hardware and firmware development), the product owners, and other development groups. The focus of ICIC is for customer automation and deployment of guest servers and systems configuration. As a key member of our dynamic team, you will play a vital role in crafting exceptional software experiences.Key Responsibilities:Provide timely and professional technical support to customers via email, addressing inquiries related to Lenovo PC products.Diagnose software issues, including but not limited to, installation configuration problems, connectivity issues, system crashes, hardware errors, and peripheral compatibility.Guide customers through troubleshooting steps, utilizing assistance tools and diagnostic software where necessary to identify and resolve technical issues.Document all interactions with customers, including issue details, troubleshooting steps taken, and resolutions provided, in a comprehensive manner.Escalate complex technical issues to senior support staff or appropriate internal teams, ensuring prompt resolution and customer satisfaction.Stay updated on ICIC product specifications, technical documentation, and troubleshooting procedures to provide accurate and up-to-date support.Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to communicate customer feedback and contribute to product improvement initiatives.Maintain a positive and customer-focused attitude while adhering to service level agreements (SLAs) and quality standards for email support.Required Technical and Professional ExpertiseProven experience in technical support roles, preferably with a focus on IBM z servers or similar hardware.Proficiency in diagnosing and troubleshooting hardware and software issues related to servers and virtualized servers.Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and concisely via email.Strong customer service orientation with a passion for helping customers resolve technical challenges effectively.Ability to work independently in a remote environment, demonstrating self-motivation, time management skills, and attention to detail.Familiarity with remote support tools, diagnostic utilities, and ticketing systems for tracking and managing customer inquiries.3+ years of experience in customer service remote service interactions.2+ years of experience in systems maintenance and systems-level programming.2+ years of experience in systems operations, user interfaces.Expert skills in team-based problem solving.Expert skills in source code repository systems (e.g., git), scripting languages (e.g., Python), and remote log analysis.Preferred Technical and Professional ExpertiseSkills with productivity tools and server deployment.Skills in server virtualization.Skills in current remote customer service.Skills in IBM z configuration and IBM z virtual servers.Demonstrated communication skills.About Business UnitIBM 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.Your Life @ IBMIn 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.Are you ready to be an IBMer?About IBMIBM'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. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.Location StatementIBM offers a competitive and comprehensive benefits program. Eligible employees may have access to healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well-being.We consider qualified applicants with criminal histories, consistent with applicable law.Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer.
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