Introduction
At IBM, work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so let’s talk.
Your Role and Responsibilities
The Role:
This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions. We are looking to hire Remote Technical Support Engineers for our Storage Hardware, Software Support team.
This job requires excellent technical skills, an eagerness to constantly learn and evolve and a natural curiosity as well as outstanding customer communications skill.
In this challenging role, you’ll be responsible for handling customer cases in an effective and accurate manner using multiple debug and analysis tools, techniques and procedures while documenting case details and action plans and maintaining communications with our customers and our field team.
Responsibilities:
Engage on cases effectively in a timely manner working as part of a Global 24X7 team
Provide remote troubleshooting and analysis assistance for hardware/software failures, installation, usage and configuration questions via multiple pathways including Live Chat, Call back and Call Home models
Utilize strong problem determination skills to diagnose issues, identify resolution and communicate action plans
Respond to escalated customer calls, complaints, questions and queries
Responsible to interpret error logs, dump files, system traces, and identify failing components
Recommend and implement new technology or improvements to existing technical support tools, procedures and processes
Collaborate with development support, other technical support team and business units to provide seamless problem resolution
Create new knowledge content in response to new problem discovery
The job might require flexible schedule to ensure 24×7 support operations or on-call coverage (as applicable)
Required Technical and Professional Expertise
Engineering Graduate, ideally in Information Technology or Computer Science
At least 2 years experience working in the area of customer support
Experience on installation, logical configuration and troubleshooting of IBM /EMC/Hitachi/NetApp Storage products
Skills on Brocade / Cisco SAN switches
Skills on IBM/Quantum/HP/Dell Tape libraries
Experience on connecting/configuring AIX/Solaris/Linux/Windows hosts to various storage products
Log collection and analysis on storage products
Performance analysis and addressing performance issues
Excellent customer facing and communication skills
Fluency in English – both verbal and written
Willingness to work during alternative time zone shift.
Preferred Personal skills:
Excellent communication skills (both verbal and written)
Excellent organizational skills
Good analytical and problem solving skills
Ability to work within a team
Strong customer driven focus
Good presentation skills
Ability to listen to clients and understand both situational and technical issues
Focused & Results orientated
Accuracy and attention to details
Preferred Technical and Professional Expertise
At least 1-year experience working as a technical support engineer
Advanced knowledge, experience and/or certified with IBM Hardware and Software products
Advanced knowledge, experience and/or certified with Servers, VMware, Citrix or Cisco enterprise products
Advanced knowledge, experience in OS (Windows, Linux, AIX), SAN and Network
IBM
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