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

IBM Bulgaria

София

Storage Support Engineer for US – SpecV

Описание на длъжността

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.

Изисквания за длъжността

For our Brand Remote Technical Support team, we’re looking to hire Technical Support Specialist with client-first mindset and eager to learn. 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 hardware & software products and/or systems.

Responsibilities:

  • Monitor and adhere to the workload distribution needs.
  • 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.
  • Provide assistance with questions regarding product documentation related to the supported products.
  • 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.
  • Executes additional tasks as required by Management

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
  • Positive approach to change
  • 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
  • Ability to produce good work documentation

Preferred Technical and Professional Expertise

  • Previous experience in a similar role is a plus
  • Second foreign language is considered as advantage

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