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IBM Technical Customer Support: 2023 (Weather) in Andover, Massachusetts


The Weather Company, an IBM Business, delivers the most accurate, personalized and actionable weather and traffic data and insights to TV broadcasters to keep their audiences safe, build a loyal fan base and ensure operational efficiency. TV broadcasters rely on The Weather Company for the data and solutions they need to stay competitive, better engage their audiences, and fully monetize every screen. The Weather Company is the most accurate weather forecast data provider and services many industries including: Aviation, Broadcast, Cable, Digital/Mobile, Government, Retail, and Transportation.

Your Role and Responsibilities

Position start dates are in 2023

The Weather Company (TWC), an IBM Business, is hiring a Media Customer Support Analyst for our Andover, MA office location. The CSA will provide customer support to facilitate the delivery of products and internet-delivered services to clients, provide technical and application support on TWC hardware and software, facilitate installation of workstations and remote systems and applications, support customer support objectives and achieve on-going business objectives.

  • Provide telephone/email/digital technical support to customers using TWC weather decision support and graphic display systems to include problem qualification, fault isolation, problem determination and problem resolution of system and applications problems

  • Provide end users with application help and support

  • Open cases to implement repair of identified hardware failures and track to closure

  • Provide application support of software applications and remotely implement software upgrades on installed systems

  • Remotely implement add-on components/systems to existing client workstations and reconfiguration of software to support the new configuration, and remotely implement hardware installation as required

  • Remotely support training and implementation during the installation of systems and software

  • Enter all call and problem activity into Call Tracking System through to problem resolution

  • Escalate in a timely fashion all qualified system and applications issues that cannot be resolved within the Help Desk and track to closure

Roles available only in:

WI - Madison

MA - Andover

Required Technical and Professional Expertise

  • Remote problem determination skills in problem isolation, problem qualification and problem resolution

  • Ability to work independently and contribute in a team environment

  • Basic technical knowledge of PC's and basic software applications, to include Windows Operating System(s) knowledge and familiarity

  • Ability to work nights, evenings, weekends and on call as required

Preferred Technical and Professional Expertise

  • Basic weather knowledge

  • Knowledge of graphical applications such as Paint, Photoshop, Gimp or other like graphic applications

  • Understanding of basic networks such as a broadband home network or basic LAN networking

About Business UnitThe Weather Company, an IBM Business, is the world's largest private weather enterprise delivering over 40 billion forecasts to the world every day based on the most accurate, personalized and actionable weather data and insights.

This job requires you to provide your COVID-19 vaccination status with supporting documentation, where legally permissible.

Your Life @ IBMAre you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change - to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It's time to define your career.

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, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world. Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location StatementIBM offers a wide range of resources for eligible IBMers to thrive both inside and outside of work. In addition to a competitive benefits program consisting of medical and life insurance, retirement plans, and time off, eligible employees may also have access to:

*12 weeks of paid parental bonding leave. Family care options are also available to support eligible employees during COVID-19.

*World-class training and educational resources on our personalized, AI-driven learning platform. IBM's learning culture supports your restless attitude to grow your skills and build the depth and scale of knowledge needed to achieve your career goals.

*Well-being programs to support mental and physical health.

*Financial programs that empower you to plan, save, and manage your money (including expert financial counseling, 401(k), IBM stock discount, etc.).

*Select educational reimbursement opportunities.

*Diverse and inclusive employee resource groups where you can network and connect with IBMers across the globe.

*Giving and volunteer programs to benefit charitable organizations and local communities.

*Discounts on retail products, services, and experiences.

We consider qualified applicants with criminal histories, consistent with applicable law.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

Being You @ IBMIBM 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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.