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Technical Support Professional-SYS.Power Systems At IBM |At least 1 years experience

Technical Support Professional-SYS.Power Systems At IBM |At least 1 years experience

Technical Support Professional-SYS.Power Systems At IBM |At least 1 years experience


Your Role and Responsibilities

IBM seeks to hire a Technical Support Professional. A person interested in this role will have key responsibilities to become a worldwide technical expert in one or more components of AIX(such as networking, file systems, Kernel, Virtualization … ), become an effective communication channel between IBM clients and IBM management and collaborate with the best experts in IBM support teams to resolve critical customer problems. We are looking for analytical puzzle solvers who thrive in a driven enterprise customer support environment. You will work as part of a motivated worldwide team to assist IBM customers to perform problem determination on IBM AIX operating system. We are seeking demonstrated problem solvers with proven communication skills. In this position, debugging and analysis are performed via the telephone as well as electronically. Candidates must have the desire to wow customers, articulate solutions and options, and take the opportunity to interact with the end users, as well as the developers and sales teams to be a well rounded contributor. The challenge in this position is to able to interpret complex software problems that span across multiple client and server platforms. Knowledge of Storage Area Networks (SAN), network protocols, cloud, and storage devices is preferred. Multilingual capabilities are an asset. Candidates must be flexible in schedule and availability. If you are self motivated and collaborative, join us and prepare to learn. IBM’s client Software Support Specialists are required to deliver post sales Remote Technical Software Support Services in English:

• Responding to client queries and providing remote technical software support in a timely manner. • Maintaining highest client satisfaction and relationships even in severe and pressurized situations. • Interacting with client and IBM functions consistently until problem solution. • Performing problem management and end-to-end problem ownership by analyzing problems/situations and understanding problem impact on client business. • Employing IBM’s standard support delivery methodologies and tools.
• Following established processes for effective management of support incidents. • Logging all related activities for each customer query and handling client data securely. • Performing in international software support delivery processes and environments. • Review diagnostic information to assist in isolation of a problem cause (which could include, assistance interpreting traces and dumps). • Identify known defects and fixes to resolve problems. • Provide assistance on supported product known defects for which available corrective service information and program fixes are available. • Provide assistance with questions regarding product documentation related to the supported products • Interpret online manuals regarding IBM code and application interfaces. • Collaborate with other support centers and business units to provide seamless problem resolution. • Provide technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction. • Demonstrate excellent English oral and written communication skills.
• Adhere to the set working schedule, supporting 24×7 shift operations and on-call coverage.

Required Technical and Professional Expertise

At least 1 years experience working in the area of Customer support
Language skills: Fluency in English; written and oral
Technical skills: Basic knowledge of Operating Systems (UNIX and Linux);
Bachelors Degree; Computer Science or Software Engineering 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
Flexibility to work night shifts ( from 12 AM – 9 AM)

Preferred Technical and Professional Expertise

Language skills: Fluency in French, German, Italian or Spanish;
Technical skills:
C and UNIX / Linux shell script programming;
AIX operating system; AIX (or UNIX / Linux) networking, file systems, security and administration;
Working knowledge of common administration and debugging tools;
Additional consideration for existing knowledge of IP Security (IP);
Additional consideration for existing knowledge of IBM support tools and processes

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