• Bulgaria
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  • 2 - 5 Years
  • Posted : above 1 month

Job Description:

Introduction
For our Brand Remote Technical Support team, were looking to hire Enterprise Technical Support Specialist with client-first mindset and eager to learn In this challenging role, youll 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

Your Role and Responsibilities

Responsibilities

Flexible schedule to support 24x7 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
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 teams activities

Required Professional and Technical Expertise
Education and professional experience Bachelors 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
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

Preferred Professional and Technical Expertise
Previous experience in a similar role is a plus
Second foreign language is considered as advantage

About Business Unit
IBM Systems helps IT leaders think differently about their infrastructure IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues Our systems power the worlds most important industries and our clients are the architects of the future Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing

Your Life IBM
What matters to you when youre looking for your next career challenge

Maybe you want to get involved in work that really changes the world What about somewhere with incredible and diverse career and development opportunities where you can truly discover your passion Are you looking for a culture of openness, collaboration and trust where everyone has a voice What about all of these If so, then IBM could be your next career challenge Join us, not to do something better, but to attempt things you never thought possible

Impact Inclusion Infinite Experiences Do your best work ever

About IBM
IBMs greatest invention is the IBMer We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries

Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application

Being You IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, IT-Software
Functional Area : IT Hardware : Hardware Products & Services
Role : H/W Installation/Maintenan ce
Salary : As per Industry Standards
Deadline : 20th Feb 2020

Key Skills:

Company Profile:

Company
IBM India Pvt Ltdarfix

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