SEED Technical Support Explorer - A9000/XIV
Issued by
IBM
This badge is issued as achievement of certain capability and experience with the corresponding product. The badge earner is able to provide initial troubleshooting, lead client communication and obtain all the needed support information and construct or use existing action plan under the mentorship of a senior technical representative.
- Type Validation
- Level Foundational
- Time Years
- Cost Free
Skills
Earning Criteria
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Must be an employee of IBM
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Complete the New Starter Education Roadmap
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Get a Explorer Multi-Level assesment results validated: -Peer to Peer communication & Technical assessment interview with Tech Lead or SME (Incuded in digital form); -Demonstrate in a Lab exercise understanding of the standard hardware repair procedures for XIV/A9000. If Lab is unavalable, case study with SME/Tech lead can be used as example -Go trough role-play scenario based on real case studies (Complexity based on the education content in the roadmap); -Pass final test
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Obtain feedback from your functional manager
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Tech Support specialist must prove that he/she constantly develop technical and professional skills as evidenced by a minimum of 1000 hours of cilent opened cases in the last 1.5 years. (SmartCare data collection can be presented as evidence)
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The badge request must be approved by the Manager
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Tech Support specialist must prove that he/she is constantly developing technical and professional skills as evidenced by a minimum of 60 hours of training and personal development completed in the last 1.5 years
Standards
The SEED initiative was inspired by feedback from both IBMers and Clients, motivated by our mutual desire to provide service excellence! After extensive research, the idea for the "SME" structure materialized. The right person, with the right competence, at the right time.