Storage Support Engineer Flash

Описание

Introduction
A Technical Support Representatives at IBM is a front-line position supporting our products and making sure they are at their best for our customers. With over 100 years in technology, IBM has built a strong reputation of quality service and this role ensures we continue to deliver on that promise. If you enjoy helping people with technical issue, you’ll love your career at IBM.

Your Role and Responsibilities
Responsibilities:
• Flexible schedule to support 24×7 shift operations and on-call coverage (as applicable)
• Respond to escalated customer calls, complaints, questions and queries.
• Provide remote troubleshooting and analysis assistance for installation (or re-installation), usage and configuration questions.
• Provide answers for general usage and operation questions. Provide problem determination / problem source Identification.
• Review diagnostic information to assist in isolation of a problem cause (which could include assistance interpreting traces and dumps).
• Identify known defects and fixes to resolve problems.
• Provide assistance on supported product known defects for which available corrective service information and program fixes are available.
• Identify suspected defects and engage development teams to assist in resolution.
• Manage issue identification and resolution process.
• Interpret online manuals regarding IBM code and application interfaces.
• Collaborate with other support centers and business units to provide seamless problem resolution.
• Demonstrate proficiency in the IBM hardware and software platform supported by maintaining applicable technical certifications.
• Provide technical support service delivery within established guidelines.
• Demonstrating soft skills and technical skills that contributes to client satisfaction.
• Contributes positively towards the achievement of performance targets in all aspects of the team’s activities.

Required Technical and Professional Expertise
Education and professional experience:
• Bachelor’s Degree (or equivalent) in relevant subject
• At least 2 years experience working in the area of customer support
• Basic Storage and Networking knowledge
Language skills:
Fluency in English

Skills and competencies:
• Excellent command of spoken and written English (C1 Level)
• Customer-first mindset with high sense of ownership
• Excellent interpersonal, presentation and communication skills
• Eagerness to learn and expand technical competencies
• Experience within a Technical Support Center environment
• Experience with support processes and procedures
• Good computer literacy, OS, including MS Office
• Flexibility and ability to deliver in demanding and changing circumstances
• Ability to use clear/good judgment
• Focused & results orientated
• Good analytical and problem solving skills
• Ability to work within a team

Preferred Technical and Professional Expertise
• Previous experience in a similar role is a plus
• Second foreign language is considered as advantage

Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:
С професионален опит от 1 - 3г.

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:

08.09.2021

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