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.

Your Role and Responsibilities

We are looking to hire Technical Support Engineer 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

Required Technical and Professional Expertise

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