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.
At IBM Bulgaria, in our Systems organization, we make sure that the world continues to operate driven by our latest and greatest technologies, such as System Z, Storage, Power, AIX and many other solutions.In our Client Innovation Center Sofia, the people have the chance to collaborate with the whole world and clients from every corner of it. We already have experts in development, DevOps, QA and Support Engineers. We also have opportunities in more client-oriented roles, such as Emergency Response Managers, Technical Escalation Managers, and many Project management roles.
Your Role and Responsibilities
We are looking to hire Technical Support Engineer for our Storage Hardware 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.
Responsibilities:
Engage on cases quickly and effectively working as part of a close knit 24X7 team
Provide remote troubleshooting and analysis assistance for hardware failures, installation, usage and configuration questions via multiple pathways including Live Chat, Call back and Call Home models
Provide problem determination / problem source Identification, define and drive action plans
Respond to escalated customer calls, complaints, questions and queries
Collaborate with deeper technical skills, other support centres and business units to provide seamless problem resolution
Create new knowledge content in response to new problem discovery
The position will require shifts rotation.
What we offer:
Company-paid training and certifications
Work in a team with leading specialists
Competitive remuneration package
Diverse job role structure giving opportunities for growth within the team.
Hybrid working model with flexibility to work from home on a regular basis.
A workplace in an open, friendly hi-tech environment
Recognition awards
Additional health coverage
Special offers and discounts/ corporate badge program
Did we mention free coffee, snacks?
Eco friendly travellers are welcome to the office – parking places for bikers and monthly allowance for transportation are available to all employees
Referral bonus program
Required Technical and Professional Expertise
At least 2 years of experience working in the area of customer support
Basic Storage and Networking knowledge, computer or server hardware knowledge; excellent customer facing and communication skills
Fluency in English – both verbal and written
Preferred Technical and Professional Expertise
At least 1-year experience working as a technical support engineer & Relevant University degree, ideally in Information Technology or Computer Science
Advanced knowledge, experience and/or certified with Servers, Linux, VMware, Citrix or Cisco enterprise products
Second European language is considered a strong advantage
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.
At IBM Bulgaria, in our Systems organization, we make sure that the world continues to operate driven by our latest and greatest technologies, such as System Z, Storage, Power, AIX and many other solutions.In our Client Innovation Center Sofia, the people have the chance to collaborate with the whole world and clients from every corner of it. We already have experts in development, DevOps, QA and Support Engineers. We also have opportunities in more client-oriented roles, such as Emergency Response Managers, Technical Escalation Managers, and many Project management roles.
Your Role and Responsibilities
We are looking to hire Technical Support Engineer for our Storage Hardware 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.
Responsibilities:
Engage on cases quickly and effectively working as part of a close knit 24X7 team
Provide remote troubleshooting and analysis assistance for hardware failures, installation, usage and configuration questions via multiple pathways including Live Chat, Call back and Call Home models
Provide problem determination / problem source Identification, define and drive action plans
Respond to escalated customer calls, complaints, questions and queries
Collaborate with deeper technical skills, other support centres and business units to provide seamless problem resolution
Create new knowledge content in response to new problem discovery
The position will require shifts rotation.
What we offer:
Company-paid training and certifications
Work in a team with leading specialists
Competitive remuneration package
Diverse job role structure giving opportunities for growth within the team.
Hybrid working model with flexibility to work from home on a regular basis.
A workplace in an open, friendly hi-tech environment
Recognition awards
Additional health coverage
Special offers and discounts/ corporate badge program
Did we mention free coffee, snacks?
Eco friendly travellers are welcome to the office – parking places for bikers and monthly allowance for transportation are available to all employees
Referral bonus program
Required Technical and Professional Expertise
At least 2 years of experience working in the area of customer support
Basic Storage and Networking knowledge, computer or server hardware knowledge; excellent customer facing and communication skills
Fluency in English – both verbal and written
Preferred Technical and Professional Expertise
At least 1-year experience working as a technical support engineer & Relevant University degree, ideally in Information Technology or Computer Science
Advanced knowledge, experience and/or certified with Servers, Linux, VMware, Citrix or Cisco enterprise products
Second European language is considered a strong advantage
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