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IBM Technical Support Professional IBM US Bulgaria, Sofia 61199729
Your Role and Responsibilities
In this challenging role, you’ll be responsible to receive and record incident related information, and use a variety of tools, techniques, and procedures to select appropriate actions to resolve problems. This role participates in remote technical support of IBM software products and/or systems. Key aspects of this role are:
• Find solutions for customers with a wide range of server software issues including answering how-to questions, trouble-shooting defects, analyzing system logs and collaborating across product areas to resolve problems
• Contribute to the IBM knowledge content used by customers and staff by creating and helping to manage documentation
• Help to bring innovation and new ideas to support products and software
• Responding to escalated customer calls, complaints, questions and queries
Required Technical and Professional Expertise
• Basic Storage knowledge
• Networking knowledge -experience in configuration and troubleshooting of issues related to – Communication adapters, Line Descriptions, IP Interfaces, IP Routes, TCP/IP configuration, Telnet, FTP, virtual Ethernet.
• Computer or server hardware knowledge
• Fluency in English – both verbal and written
Preferred Technical and Professional Expertise
• Software support experience
• Customer service or client-facing experience
• Working knowledge of the IBM i operating system
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