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

Job Description:

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


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
At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network Its this unique blend of bold new ideas and client-first thinking If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, What else is possible GTS is the place for you!

Your Life IBM

About IBM

Location Statement

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 : 15th Jan 2020

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