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.
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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