Senior SERVER Remote Technical Support Engineer (m/f/x)

Описание

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, lets talk.


Your Role and Responsibilities
The Multi-Vendor Services Server Team is expanding, and we are looking to hire Server Remote Engineers tasked with sharing technical expertise and resolving technical issues for IBM clients worldwide. A Multi-Vendor Server Remote Engineer in this job role will have expertise in various multivendor server technologies and access to specialized education for variety of server products (both remote & hands-on). As part of the job, the Server Remote Engineer would have the following responsibilities:
• Perform problem determination/fault isolation by analyzing support logs and diagnostic data within the Level 2 team.
• Use specialized diagnostic tools to isolate complex client problems and replicate/simulate problems in the dedicated Server lab
• Keep cases regularly updated with information, actions and resolution status throughout the support service request life cycle.
• Identify known defects and fixes to resolve problems.
• Interpret online manuals and available documentation aiming faster issue resolution.
• Collaborate closely with lower & higher level support teams to drive fixes on complex and critical issues.
• Provide real time assistance to field technicians to resolve critical client technical issues.
• Follow established processes for effective management of support incidents.
• Demonstrate proficiency in the supported hardware platforms by maintaining applicable technical certifications.
• Demonstrating soft and technical skills that contributes to client satisfaction.
• Adhere to the set working schedule (organized in 3 shifts during weekdays, supporting 24x7 shift operations during weekends and public holidays, and on-call coverage).



Required Technical and Professional Expertise
• Bachelor's Degree (or equivalent) in Computer science or similar technical field or demonstrated equivalent Experience.
• At least 3 year of experience in a senior technical support role – Remote support.
• Experience in customer facing roles. Skills and competencies:
• Excellent command of spoken and written English
• Excellent soft skills, active listening/reading, sympathy, ask when in doubt, explain clearly and set right expectations.
• Good planning and organization skills.
• Troubleshooting and analytical thinking skills to identify and resolve problems.
• Customer-first mindset with high sense of ownership.
• Ability to quickly learn and absorb new concepts, terms, and vocabulary.
• Ability to research and self-study to find solutions to unknown issues and generally improve oneself.
• Ability to manage complicated requests and handle difficult customer behavior.
• Ability to work under pressure



Preferred Technical and Professional Expertise
• Experience with x86/Unix HW and OSs and virtualization technologies (Unix knowledge is a definitive plus)
• Basic knowledge of networking concepts.
• Experience providing technical hardware support or administration for server products with focus on the following OEMs: HPE, Oracle, Dell, Fujitsu, etc.
• Good command of spoken and written French, German, Italian, Spanish or Dutch languages will be considered as a great 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