IBM Technical Support Services’ (TSS) mission is to become the largest and most successful provider of multi-vendor technical support services in the world.
Our Multi-Vendor Support (MVS) Client Innovation Center (CIC) in Sofia, Bulgaria is building a trans-disciplinary team of Multi-
Vendor Storage support specialists tasked with supporting our TSS clients and field engineers in any IBM country worldwide on a 24x7 basis.
MVS Storage Remote Technical Support Specialists in this job role will have expertise in various multi-vendor storage technologies.
Provide remote technical support expertise to both customers and internal field personnel in any country where IBM does business.
Perform problem determination / fault isolation by analyzing support logs and diagnostic data to document detailed action plans that resolve client issues accurately the first time.
Use specialized diagnostic tools to isolate complex client problems.
Use lab hardware to re-create customer configurations to replicate failure scenarios.
Collaborate closely with L3 OEM support teams to drive fixes on complex and critical issues.
Keep customers, partners, and internal stakeholders regularly informed of problem investigation and resolution status throughout the support service request life cycle, maintaining a high level of customer satisfaction.
Provide real-time assistance to field technicians to resolve critical client technical issues. (when required).
Ensure that all actions taken are clearly and regularly documented in the support service request.
Create and maintain internal knowledge base / technical documentation for the Level 1 support teams to leverage for common issues on supported Storage products.
Adhere to the set working schedule, supporting 24x7 shift operations and on-call coverage.
This position will require working dedicated night shifts (4 : 00 PM to 01 : 00 AM) and periodic weekend on-call duties.
Participate in internal projects and continuous improvement initiatives.
Follow established processes for effective management of support incidents.
Desire for ongoing skills development
Required Technical and Professional Expertise
Bachelor's Degree (or equivalent) in Computer science or similar technical field.
At least 3 years of experience in a technical support role Remote support or Administration.
Experience providing technical support or administration for storage products with focus on the following OEMs : HPE, NetApp.
Experience in customer-facing roles.
Understanding of multi-vendor enterprise storage technologies including software defined storage, storage virtualization, and network & fabric attached storage devices.
Knowledge of storage networking SAN / NAS standards and protocols (Fibre Channel, iSCSI, NFS, CiFS, etc.)
Previous experience in storage and systems architecture in an enterprise environment.
Preferred Tech and Prof Experience
Experience with UNIX / Linux OS and virtualization technologies.
Knowledge in TCP / IP concepts.
Experience with Cluster / HA environments.
Previous experience in delivering technical education will be considered an advantage.
Industry recognized associate, professional, or expert certification.
Second foreign language will be considered an advantage.
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.