Customer Support Engineer

Описание

Introduction
Customer Support Engineers are the primary technical interface to clients for the coordination of hardware and software support and delivery of operational services. Sound pretty important? Absolutely! You will advise clients of preventive maintenance, configuration, operation and environmental factors which may drastically impact product performance or impair the client's IT operation.


Your Role and Responsibilities
For our TSS department covering Bulgaria we are searching for a Customer Support Engineer with client-first mindset and eager to learn. In this you’ll support customers over phone, e-mail and on-site resolving problems with customer machines and configuration issues.

This role is an individual contributor responsible for on-site repair, maintenance and installation of IBM Logo and multi-vendor systems and components, for POWER systems, Storage systems, networking products, software and operating systems.. You would be the primary technical interface to clients for the coordination of hardware and/or software support and delivery of operational services as required by the client. You would advise clients of preventive maintenance, configuration, operation and environmental factors which may impact product performance or impair client's IT operation. You may also perform services activities such as systems assurance, installation planning, account management, systems-level problem determination, discontinuance and relocation of IBM and non-IBM systems and products. You would be accountable to ensure a high level of client satisfaction with service delivery, technical support and operational services for the client account(s). When critical situations occur, you would be the IBM technical interface to clients and manage the situation until the problem is fixed. You should have a thorough understanding of, and be able to articulate, IBM's technical support strategy. You would be responsible for the technical value relationship to protect revenue base and identify new services opportunities.

Additional responsibilities include pre-sales consultancy in regards of support and Networking equipment sales opportunities. Maintaining close working relationships with customers and becoming their trusted technical partner is essential for the success of the role.

Responsibilities:
Handle customer requests submitted by phone, e-mail, web-forms or other support tools
Service request update based on Customer request
Preventative maintenance tracking and performance
Service request management in call management systems
Parts delivery coordination with SPO
Provide technical expertise in support of critical client situation resolution
Interface with client teams and customers to explain technical solutions, interpret manuals, and maintain customer satisfaction
Provide stand-by duty shift according to plan (roughly 1 week per 2 months)
Platforms to be covered: One or more of the following: IBM Power and Storage systems, Lenovo PC repairs, Lenovo Servers support, non IBM HW (DELL, EMC, Hitachi, HP), CISCO OEM and TPM, Juniper support, F5 support, ADVA systems support. Candidate should have experience with at least one of the platforms listed.
CE on duty support - on call availability 3-4 days per month


Required Technical and Professional Expertise
Bachelor's Degree (or equivalent) in Engineering or similar technical field (Master’s degree is an advantage)
At least 2 years of experience in technical customer support role
Experience in HW/SW support of at least one of the platforms listed above (the more, the better)
Troubleshooting and analytical thinking skills to identify and resolve problems
Customer-first mindset with high sense of ownership
Driving license - cat. B
Excellent command of spoken and written English (B2-C2 level)

Preferred Technical and Professional Expertise
Experience with CISCO, Juniper and F5 policies is considered as an advantage (configurations preparation, quotes preparation, discount policies, partnership agreements, etc.)
Additional experience with more of the above mentioned platforms will be considered as an advantage.



About Business Unit
At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!


Your Life @ IBM
What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.


About IBM
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.


Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.


Being You @ IBM
IBM 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.

Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:

Образование:
Бакалавър

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:

Категория:

ИТ и Компютърни специалисти

Държава:

България

Населено място:

Гр. София

Адрес:

бул. ДРАГАН ЦАНКОВ 36

Дата:

31.12.2020

Организация:

Ай Би Ем България ЕООД
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

Повече информация за Ай Би Ем България ЕООД може да получите ТУК