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Работа в България?
София 1766, ж.к. Младост 4 Бизнес Парк София, сграда 5Б, ет. 6

IBM Bulgaria

София

Storage Hardware Technical Support Engineer for US

Описание на длъжността

Introduction
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.

At IBM Bulgaria, in our Systems organization, we make sure that the world continues to operate driven by our latest and greatest technologies, such as System Z, Storage, Power, AIX and many other solutions.In our Client Innovation Center Sofia, the people have the chance to collaborate with the whole world and clients from every corner of it. We already have experts in development, DevOps, QA and Support Engineers. We also have opportunities in more client-oriented roles, such as Emergency Response Managers, Technical Escalation Managers, and many Project management roles.

Изисквания за длъжността

Your Role and Responsibilities

We are looking to hire Technical Support Engineers for our Storage Hardware Support team.
This job requires excellent technical skills, an eagerness to constantly learn and evolve and a natural curiosity as well as outstanding customer communications skill.
In this challenging role, you’ll be responsible for handling customer cases in an effective and accurate manner using multiple debug and analysis tools, techniques and procedures while documenting case details and action plans and maintaining communications with our customers and our field team.

Responsibilities:

  • Engage on cases quickly and effectively working as part of a close knit 24X7 team
  • Provide remote troubleshooting and analysis assistance for hardware failures, installation, usage and configuration questions via multiple pathways including Live Chat, Call back and Call Home models
  • Provide problem determination / problem source Identification, define and drive action plans
  • Respond to escalated customer calls, complaints, questions and queries
  • Collaborate with deeper technical skills, other support centres and business units to provide seamless problem resolution
  • Create new knowledge content in response to new problem discovery

The position will require shifts rotation.

What we offer:

  • Company-paid training and certifications
  • Work in a team with leading specialists
  • Competitive remuneration package
  • Diverse job role structure giving opportunities for growth within the team.
  • Hybrid working model with flexibility to work from home on a regular basis.
  • A workplace in an open, friendly hi-tech environment
  • Recognition awards
  • Additional health coverage
  • Special offers and discounts/ corporate badge program
  • Did we mention free coffee, snacks?
  • Eco friendly travellers are welcome to the office – parking places for bikers and monthly allowance for transportation are available to all employees
  • Referral bonus program


Required Technical and Professional Expertise

  • Relevant University degree, ideally in Information Technology or Computer Science
  • At least 2 years experience working in the area of customer support
  • Basic Storage and Networking knowledge, computer or server hardware knowledge
  • Excellent customer facing and communication skills
  • Fluency in English – both verbal and written


Preferred Technical and Professional Expertise

  • At least 1-year experience working as a technical support engineer
  • Advanced knowledge, experience and/or certified with IBM Hardware and Software products
  • Advanced knowledge, experience and/or certified with Servers, Linux, VMware, Citrix or Cisco enterprise products

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