Remote Technical Support Engineer

Job description

Your Role and Responsibilities The Role:

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)

Required Technical and Professional Expertise

Engineering Graduate, ideally in Information Technology or Computer Science

At least 2 years' experience working in the area of customer support

Experience on installation, logical configuration and troubleshooting of IBM /EMC/Hitachi/NetApp Storage products

Skills on Brocade / Cisco SAN switches

Skills on IBM/Quantum/HP/Dell Tape libraries

Experience on connecting/configuring AIX/Solaris/Linux/Windows hosts to various storage products

Log collection and analysis on storage products

Performance analysis and addressing performance issues

Excellent customer facing and communication skills

Fluency in English - both verbal and written

Willingness to work during alternative time zone shift.

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

Preferred Technical and Professional Expertise

Fresher working as a technical support engineer