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14.08.2019, Ref.#: 247073
★★★★★ Storage Technical Support Specialist, IBM Bulgaria Ltd.
Месторабота София; Постоянна работа; Пълно работно време; Подходяща и за студенти
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Storage Technical Support Specialist

IBM Technical Support Services’ (TSS) mission is to become the largest and most successful provider of multi-vendor technical support services in the world. Our Multi-Vendor Support (MVS) Client Innovation Center (CIC) in Sofia, Bulgaria is building a trans-disciplinary team of Multi-Vendor Storage support specialists tasked with supporting our TSS clients and field engineers in any IBM country worldwide on a 24x7 basis. MVS Storage Remote Technical Support Specialists in this job role will have expertise in various multi-vendor storage technologies.

Your Role and Responsibilities :
Provide remote technical support expertise to both customers and internal field personnel in any country where IBM does business.
Perform problem determination/fault isolation by analyzing support logs and diagnostic data to document detailed action plans that resolve client issues accurately the first time.
Use specialized diagnostic tools to isolate complex client problems.
Use lab hardware to re-create customer configurations to replicate failure scenarios.
Collaborate closely with L3 OEM support teams to drive fixes on complex and critical issues.
Keep customers, partners, and internal stakeholders regularly informed of problem investigation and resolution status throughout the support service request life cycle, maintaining high level of customer satisfaction.
Provide real time assistance to field technicians to resolve critical client technical issues. (when required).
Ensure that all actions taken are clearly and regularly documented in the support service request.
Create and maintain internal knowledge base/technical documentation for the Level 1 support teams to leverage for common issues on supported Storage products.
Adhere to the set working schedule, supporting 24x7 shift operations and on-call coverage.
This position will require working on European and US prime business hours and periodic weekend on call duties.
Participate in internal projects and continuous improvement initiatives.
Follow established processes for effective management of support incidents.
Desire for ongoing skills development.
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