A Technical Support Representatives at IBM is a front-line position supporting our products and making sure they are at their best for our customers. With over 100 years in technology, IBM has built a strong reputation of quality service and this role ensures we continue to deliver on that promise. If you enjoy helping people with technical issue, you'll love your career at IBM.
Your Role and Responsibilities:
As a Network Security Engineer, you are expected to work on Networking products or solutions based on any vendor hardware /vendor operating system software (Vendor agnostic) with little or minimum support from superiors. E.g. include: Skills on WAF/Firewall/ Routers/Switches/ Load balancer/IPS/IDS. Typical examples of the other deliverables would be of deploying, managing and implementing networking solutions to address client business requirements. You will need to visit the domestic client's offices /data centres on a daily basis or on an as-needed basis as part of this role.
ResponsibilitiesProvide technical inputs for monthly customer service review reports and creation of Service Improvement Plans
Monitor the queue and maintain regular updates on the Tickets as per agreed timeline, providing the detailed closure summary on the tickets.
Knowledge and experience in Incident, Change, Problem, Service request and Configuration Management Processes
Manage, monitor, resolve (remotely / with OEM / with field team support) and report all network equipment related problems deployed at various client locations across India
Prepare daily report on incidents and publish the same.
Ensure process compliance, adherence & improvement.
Analyzing the measurements and escalating for any abnormality observed.
Ready to work on 24/7 shifts to support client requirement.