Remote Technical Support Engineer - Storage Hardware

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)