System Services Representative – IBM Storage, x86 support engineer

Описание

System Services Representatives 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
Job Description:

For our TSS department covering Bulgaria we are searching for Support Representative 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 and Multi-vendor systems and components, including hardware, 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. Maintaining close working relationships with customers and becoming their trusted technical partner is essential for the success of the role.

Main responsibilities:
Perform on-site maintenance activities following a defined action plan. This includes problem determination (PD) and PD assistance, adjustments and parts replacement.
Collaborate with other team members to achieve satisfactory resolution of customer issues
Escalate to other support groups when necessary and follow up with them to ensure resolution in a timely manner.
Interface with client teams and customers to explain technical solutions, interpret manuals, and maintain customer satisfaction.
Platforms to be covered:
• IBM High End Storage
• Lenovo System X Servers
• Optional: Networking products (Cisco, Juniper, Adva); non IBM HW (DELL, EMC, Hitachi, HP)
Provide stand-by duty shift according to plan (roughly 1 week per 2 months)

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 to be covered:
• Troubleshooting and analytical thinking skills to identify and resolve problems
• Customer-first mindset with high sense of ownership
• Excellent soft skills, active listening, Empathy, explain clearly and set right expectations, control emotions in difficult situations
• Driving license – cat. B
• Excellent command of spoken and written English (B2-C2 level)

Preferred Technical and Professional Expertise
Experience with networking support of CISCO, ADVA, Juniper and F5 is considered as an advantage.
Additional experience with more than the above mentioned platforms will be considered as an advantage.

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:

24.03.2021

Организация:

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

Детайли за организацията:

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