IBM Compute/Storage Technical Support Engineer 

Japan, Tokyo 

306527976

This role requires excellent collaboration with team members, other IT organizations, key stakeholders, and business partners, as it is essential to meet both customer needs and business requirements.

Key responsibilities include:

• Diagnosing and troubleshooting issues reported by IBM Cloud customers.
• Communicating effectively with customers via phone, chat, and cases to address technical issues and inquiries.
• Documenting customer cases, tracking them from start to finish, ensuring that customer expectations are properly managed, and resolving technical issues promptly to ensure customer satisfaction.
• Collaborating with technical, operations, and management teams to diagnose and resolve critical issues.
• Contributing to the internal knowledge base by documenting insights gained through the job, including detailed information.

Technical and Professional Skills

• Over 5 years of experience in direct communication with customers
• Over 5 years of experience using Cloud services
• Proficient in Windows/Linux system administration
• Experience in building solutions using Windows/Linux

Customer Interaction Skills

• Ability to empathize with customers and provide tailored support based on their specific situation

Language Skills

• Proficient in reading, writing, and conducting meetings in both Japanese and English without issues

Preferred Technical and Professional Expertise

Possess exceptional experience and skills in one or more of the following areas:

• Holding certification in infrastructure products offered by IBM Cloud
• Virtualization technologies such as VMware, Citrix XenServer, Microsoft Hyper-V
• Knowledge of VMware offerings (vCenter, vSphere, vRealize, NSX, VSAN, HCX, ESXi, etc.)
• Experience with Veeam/Zerto
• Experience with F5
• Object storage
• Knowledge of provisioning, storage, web servers, and system administration
• Hardware Security Modules (HSM)
• Windows Server 2016+ and later versions
• Advanced troubleshooting skills for operating systems
• Active Directory
• PowerShell
• Linux (CentOS/RedHat, Ubuntu/Debian)