Storage Support Engineer for US DS8K

Описание

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:

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:

06.10.2021

Организация:

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

Детайли за организацията:

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