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 let's talk.
Your Role and Responsibilities
The Role
This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions. We are looking to hire Remote Technical Support Engineers for our Storage Hardware, Software 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 effectively in a timely manner working as part of a Global 24X7 team
- Provide remote troubleshooting and analysis assistance for hardware/software failures, installation, usage and configuration questions via multiple pathways including Live Chat, Call back and Call Home models
- Utilize strong problem determination skills to diagnose issues, identify resolution and communicate action plans
- Respond to escalated customer calls, complaints, questions and queries
- Responsible to interpret error logs, dump files, system traces, and identify failing components
- Recommend and implement new technology or improvements to existing technical support tools, procedures and processes
- Collaborate with development support, other technical support team and business units to provide seamless problem resolution
- Create new knowledge content in response to new problem discovery
- The job might require flexible schedule to ensure 24x7 support operations or on-call coverage (as applicable)
Required Technical and Professional Expertise
- Engineering Graduate, ideally in Information Technology or Computer Science
- At least 2 years experience working in the area of customer support
- Experience on installation, logical configuration and troubleshooting of IBM /EMC/Hitachi/NetApp Storage products
- Skills on Brocade / Cisco SAN switches
- Skills on IBM/Quantum/HP/Dell Tape libraries
- Experience on connecting/configuring AIX/Solaris/Linux/Windows hosts to various storage products
- Log collection and analysis on storage products
- Performance analysis and addressing performance issues
- Excellent customer facing and communication skills
- Fluency in English - both verbal and written
- Willingness to work during alternative time zone shift.
Preferred Personal Skills
- Excellent communication skills (both verbal and written)
- Excellent organizational skills
- Good analytical and problem solving skills
- Ability to work within a team
- Strong customer driven focus
- Good presentation skills
- Ability to listen to clients and understand both situational and technical issues
- Focused & Results orientated
- Accuracy and attention to details
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, VMware, Citrix or Cisco enterprise products
- Advanced knowledge, experience in OS (Windows, Linux, AIX), SAN and Network
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 world’s 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
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
About IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
Location Statement
When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.
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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
