Multi-Vendor Server L1 Technical Support Engineer

Описание

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
The Multi-Vendor Services Server Team is expanding, and we are looking to hire Server Remote Engineers tasked with sharing technical expertise and resolving technical issues for IBM clients worldwide. A Multi-Vendor Server Remote Engineer in this job role will have expertise in various multi-vendor server technologies and access to specialized education for variety of server products (both remote & hands-on).
As part of the job, the Server Remote Engineer would have the following responsibilities:
• Perform problem determination/fault isolation by analyzing support logs and diagnostic data within the Level 1 team.
• Use specialized diagnostic tools to isolate complex client problems.
• Keep customers regularly informed of problem investigation and resolution status throughout the
support service request life cycle.
• Identify known defects and fixes to resolve problems.
• Interpret online manuals and available documentation aiming faster issue resolution.
• Collaborate closely with higher level support teams to drive fixes on complex and critical issues.
• Provide real time assistance to field technicians to resolve critical client technical issues.
• Follow established processes for effective management of support incidents.
• Demonstrate proficiency in the supported hardware platforms by maintaining applicable technical
certifications.
• Demonstrating soft and technical skills that contributes to client satisfaction.
• Adhere to the set working schedule (organized in 3 shifts during weekdays, supporting 24×7 shift operations during weekends and public holidays, and on-call coverage).

Required Technical and Professional Expertise
Education & Professional experience:
• Bachelor’s Degree (or equivalent) in Computer science or similar technical field.
• At least 1 year of experience in a technical support role – Remote technical support or Administration.
• Experience in customer facing roles.

Skills and competencies:
• Excellent command of spoken and written English
• Excellent soft skills, active listening/reading, sympathy, ask when in doubt, explain clearly and set
right expectations.
• Good planning and organization skills with excellent computer skills
• Troubleshooting and analytical thinking skills to identify and resolve problems.
• Customer-first mindset with high sense of ownership.
• Ability to quickly learn and absorb new concepts, terms, and vocabulary.
• Ability to research and self-study to find solutions to unknown issues and generally improve oneself.
• Ability to manage complicated requests and handle difficult customer behavior.

Preferred Technical and Professional Expertise
• Experience providing technical hardware support or administration for server products with focus
on the following OEMs: HPE (ProLiant DL380/DL560/etc.), Dell, Fujitsu, etc.
• Experience with Wintel/Unix/Linux OS and virtualization technologies (Unix knowledge is a big plus)
• Basic knowledge in TCP/IP concepts.
•Good command of spoken and written French, German, Italian, Spanish or Dutch languages will be considered as a great 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:

26.09.2024

Организация:

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

Детайли за организацията:

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