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IBM ACS-Support Engineer-Storage India, Karnataka, Bengaluru 466954623
14.08.2024
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Your Role and Responsibilities
Members of our Advanced Customer Support team are talented specialists, integral to the operations of the IBM Cloud support organization. Our engineers focus on delivering a positive, customized experience to our end users, working with a wide variety of tools at their disposal. Customer satisfaction is your key focus and you will be a significant contributor delivering IT Support that will delight our IBM Users. You’ll be comfortable in technical environments and quickly be able to analyze complex multi-system issues.
Our Storage Support Engineers work closely with our end users to troubleshoot and resolve issues surrounding their cloud-based storage products.
A strong knowledge in the following areas is recommended:
- Intermediate knowledge of Operating System Principals (Windows, Linux, VMware)
- Strong troubleshooting/analytical skills (log parsing, deep-dive testing, etc)
- File and Block Storage (iSCSI, NFS, NAS)
- Object Storage (S3)
- Network-based backup solutions (R1soft, Quantastor, Evault, Veeam)
- Various filesystems (NTFS, ext3/4, xfs) and how to interact at/troubleshoot them
Other responsibilities include:
- Diagnose and troubleshoot issues reported by IBM Cloud customers.
- Effectively communicate with customers and partners via phone, chat and case regarding technical issues.
- Document and track customer cases from start to finish ensuring customer expectations are properly managed and that technical issues are resolved to the customer’s satisfaction.
- Work with various internal teams, and management to diagnose and resolve critical issues.
Required Technical and Professional Expertise
- 3+ years experience working directly with customers.
- 3+ years experience working in the cloud computing industry with a focus around storage and other infrastructure services.
- 3+ years experience troubleshooting complex issues using problem determination and best practices.
Preferred Technical and Professional Expertise
- Industry certifications related to storage technologies such as Object Storage, SAN, NAS, and Backup
- Virtualization products (VMWare, Citrix XenServer, Hyper-V, etc.) and how they interact with storage technologies
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