Technical Support Engineer

hace 3 semanas

Heredia, Costa Rica IBM A tiempo completo

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.

Your Role and Responsibilities

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.

**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)
- #CRCW_22

Required Technical and Professional Expertise
- Relevant University degree, ideally in Information Technology or Computer Science.
- At least 2 years experience working in the area of customer support.
- Basic Storage and Networking knowledge, computer or server 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.
- 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

About Business UnitIBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

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