Premium Technical Support Manager – IBM i

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
For our Brand Premium Remote Technical Support team, we’re looking to hire a Technical Support Manager with client-first mindset while driving value with premium services. In this challenging role, you’ll be responsible to receive and record incident related information, using a variety of tools, techniques, and procedures, select appropriate actions to resolve problems. This role participates in remote technical support of IBM software products and/or systems. Premium Services also includes enhanced Client response and Proactive Deliverables.
Responsibilities:
• Flexible schedule to support 24×7 shift operations and on-call coverage.
• Respond to escalated customer calls, complaints, questions, and queries.
• Find solutions for customers with a wide range of IBM i Server software issues including answering how-to questions, trouble-shooting defects, performance issues and collaborating across IBM product areas to resolve problems.
• Provide remote troubleshooting and analysis assistance for installation, usage and configuration questions.
• Become a trusted resource for customer questions on IBM i Server installs/upgrades/migrations, backup and recoveries and fix maintenance.
• Help troubleshoot server software problems utilizing IBM team expertise, knowledge content, testing and development discussions.
• Contribute to IBM knowledge content by creating and helping to manage documentation.
• Monitor and adhere to the workload distribution needs.
• Leverage your unique talents to help grow the IBM brand and advance the IBM I Global Support Center mission.
• Assist with knowledge management and providing training for and mentoring others on the team
• Contribute to department attainment of organizational objectives/targets and high customer satisfaction
• Daily interactions could include the client’s technical and management team as well as IBM teams (development, account team, project office, etc.)
• Will be responsible for documenting and generating client meeting minutes and service activity report
• Direct Client Technical Relationship Management, Client deliverable execution and reporting.
What we look for:
• An open-minded and positive individual
• Client Advocate Focus
• A natural problem-solver with a strong analytical mind with a knack for reporting
• A strong communicator and team player with high emotional intelligence
• A curious mind that looks for opportunities for continuous improvement
• A motivated and fast learner with a can-do attitude
• Ability to work all shifts focused on US prime shift hours
Why you should apply:
• Be a part of a diverse, inclusive, and supportive work environment
• Have unlimited development and growth opportunities
• Opportunity to work with various new technologies
• Take advantage of a variety of perks for you and your family
• Have a great work-life balance
• Possibility to grow your career

Required Technical and Professional Expertise
Education and professional experience:
• Relevant University degree, ideally in Information Technology or Computer Science
• At least 3 years’ experience working in the area of customer support
• Basic Storage and Networking knowledge
• IBM i operating system knowledge
• Computer or server hardware
• Support structure navigation
Language skills:
• English language, fluent in speaking and writing

Preferred Technical and Professional Expertise
What will be considered as an advantage:
• Customer-first mindset with high sense of ownership
• Excellent interpersonal, presentation and communication skills
• Ability to work in a high pressure, dynamic situations with a large degree of autonomy

Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:

Образование:

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:

01.12.2021

Организация:

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

Детайли за организацията:

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