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
The job role of the RTS agent provides remote hardware support for Unix and Wintel servers. The SMEs specialize in in-depth hardware problem determination and problem source identification to quickly isolate and resolve issues for technologies such as Lenovo. RTS personnel have experience in maintaining multi-vendor server products.
Key Responsibilities
- Diagnose hardware and software issues remotely via phone and email.
- Provide accurate solutions and guide customers through resolution steps.
- Dispatch parts and coordinate field engineers for onsite repairs when needed.
- Monitor and manage open cases to ensure timely closure.
- Collaborate with Technical Account Managers to track and resolve complex cases.
- Document troubleshooting steps and share insights on recurring issues.
- Educate customers using Lenovo guidelines and best practices.
- Maintain high first-time fix rates and deliver exceptional customer communication.
Preferred Education
None
Required Technical And Professional Expertise
- Minimum 2 years in technical support or IT services roles. * Strong knowledge of Windows operating systems and Microsoft products.
- Proven ability to troubleshoot hardware and software across client devices.
- Experience working with field service providers and remote support tools.
- Business-fluent English (written and spoken); additional languages are an advantage.
- Excellent communication and problem-solving skills.
- Ability to manage priorities and work independently in a fast-paced environment.
Preferred Technical And Professional Experience
- Multi lingual support
- Lenovo X86 Server certifications
- Minimum 2 years in technical support or IT services roles.
