System X Blade Center storage amp flex Hardware support team
Job Description
< u>< strong>
- The ability to converse at ease equally with site technician or Customer Executive. < li>
- Provide remote technical support assistance to clients and IBM technical personnel on High Volume product environment. < li>
- Perform hardware problem determination problem source identification utilizing a range of tools techniques knowledge bases and processes < li>
- Provide action plans to clients to resolve issues and act as interface with IBM field support staff as needed to develop and execute action plans to resolve client issues < li>
- Maintain and update support case documentation < li>
- Engage Level 2 support team when appropriate for case escalation and ensure that supporting data template for escalation has been completed < li>
- Contribute to high client satisfaction. < li>
- Recommend improvements to maintenance package or technical support tools procedures or processes as required < li>
- Monitor product and account performance follow up as required to confirm case resolved < li>
- Ability to work under pressure whilst maintaining high client satisfaction and KPI targets
< li>< ul>Required Technical and Professional Expertise
< strong>Key Prerequisites
< u>< strong>- B.Sc. in Electronics Communication Computer Engineering< li>
- Excellent customer communication and problem solving skills < li>
- Fluent German Language.
< li>< ul>Preferred Technical And Professional Experience
< u>< strong>- MCSE or other IT industry certifications would be an advantage but are not essential< li>< ul>
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- MCSE or other IT industry certifications would be an advantage but are not essential< li>< ul>
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via IFTTT