HMC Software Technical Support with English for US

Описание

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
• Provide remote technical support expertise to both customers and internal field personnel in any country where IBM does business.
• Perform problem determination/fault isolation by analyzing support logs and diagnostic data to document detailed action plans that resolve client issues accurately the first time.
• Use specialized diagnostic tools to isolate complex client problems.
• Collaborate closely with other support teams to drive fixes on complex and critical issues.
• Keep customers, partners, and internal stakeholders regularly informed of problem investigation and resolution status throughout the support service request life cycle, maintaining high level of customer satisfaction.
• Provide real time assistance to field technicians to resolve critical client technical issues. (when required).
• Ensure that all actions taken are clearly and regularly documented in the support service request.
• Adhere to the set working schedule, supporting 24×7 shift operations and on-call coverage.
• This position will require working in European and US prime time and weekend shifts.
• Participate in internal projects and continuous improvement initiatives.
• Follow established processes for effective management of support incidents.
• Desire for ongoing skills development.
The position is supporting US working shifts

Required Technical and Professional Expertise
Professional experience:
• At least 1 year of experience in a technical support role – Remote support or Administration.
• Experience in customer facing roles.
Skills and competencies:
• Excellent command of spoken and written English (B2-C1 level).
• Excellent soft skills, active listening/reading, sympathy, ask when in doubt, explain clearly and set right expectations.
• Excellent computer skills, including MS Office and web navigation.
• Troubleshooting and analytical thinking skills to identify and resolve problems.
• Customer-first mindset with high sense of ownership.
• Ability to research available resources and work instructions to find resolution.
• Ability to work and follow up with multiple support groups within the organization to bring customer’s issue to resolution.
• Ability to quickly learn and absorb new concepts, terms, and vocabulary.
• Ability to manage complicated requests and irate users.

Preferred Technical and Professional Expertise
• Experience with UNIX/Linux OS and virtualization technologies.
• Knowledge in TCP/IP concepts.
• Experience providing technical support or administration for OS products.
• Knowledge of storage networking SAN/NAS standards and protocols (Fibre Channel, iSCSI etc.)

Изисквания към кандидата

Езикови познания:
Английски език

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

Образование:
Средно

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:

06.10.2021

Организация:

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

Детайли за организацията:

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