| Job Role | Technical Support Engineer |
| Company | IBM |
| Salary | not disclosed |
| Location | Work From Home |
| Eligibility | Graduate |
Job Description
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.
- 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 resolutions, and communicate action plans
- Respond to escalated customer calls, complaints, questions, and queries
- Responsible for interpreting error logs, dumping files, system traces, and identifying failing components
- Recommend and implement new technology or improvements to existing technical support tools, procedures, and processes
- Collaborate with development support, other technical support teams, and business units to provide seamless problem-resolution
- Create new knowledge content in response to new problem discovery
- The job might require a flexible schedule to ensure 24×7 support operations or on-call coverage (as applicable)
Qualifications:
- Engineering Graduate, ideally in Information Technology or Computer Science
- At least 2 years experience working in the area of customer support
- Experience in 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 in connecting/configuring AIX/Solaris/Linux/Windows hosts to various storage products
- Log collection and analysis of 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 shifts.