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.
Your Role and Responsibilities
As part of the job, the Server Remote Engineer would have the following responsibilities:
• Perform problem determination/fault isolation by analyzing support logs and diagnostic data within the Level 1
team
• Use specialized diagnostic tools to isolate complex client problems
• Keep customers regularly informed of problem investigation and resolution status throughout the
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support service request life cycle
• Identify known defects and fixes to resolve problems
• Interpret online manuals and available documentation aiming faster issue resolution
• Collaborate closely with higher level support teams to drive fixes on complex and critical issues
• Provide real time assistance to field technicians to resolve critical client technical issues
• Follow established processes for effective management of support incidents
• Demonstrate proficiency in the supported hardware platforms by maintaining applicable technical
certifications
• Demonstrating soft and technical skills that contributes to client satisfaction.
• Adhere to the set working schedule (organized in 3 shifts during weekdays, supporting 24x7 shift operations during
weekends and public holidays, and on-call coverage)
Required Technical and Professional Expertise
Education & Professional experience:
• Bachelor's Degree (or equivalent) in Computer science or similar technical field
• At least 1 year of experience in a technical support role - Remote technical support or Administration
• Experience in customer facing roles
Skills and competencies:
• Excellent command of spoken and written English
• Excellent soft skills and customer-first mindset with high sense of ownership
• Troubleshooting and analytical thinking skills to identify and resolve problems
• Ability to quickly learn and absorb new concepts, research and self-study to find solutions to unknown issues
• Ability to manage complicated requests and handle difficult customer behavior
Preferred Technical and Professional Expertise
• Experience providing technical hardware support or administration for server products with focus
on the following OEMs: HPE, Dell, Fujitsu, etc
• Experience with Wintel/Unix/Linux OS and virtualization technologies
• Basic knowledge in TCP/IP concepts
• Good command of spoken and written French, German, Italian or Spanish languages will be considered as a great
advantage