Remote 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 Unit**

IBM 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.

Are you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change - to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It's time to define your career.

**About IBM**

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

**Location Statement**

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. I

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