Remote Technical Support Engineer null

Job Responsibilities

• Responsible for providing post-sales service for IBM Power product solutions
• Provide over the phone technical support to IBM Power clients, field engineers or business partners
• Quickly diagnose machine hardware issues and provide an action plan to fix problems
• Handle customer issues from end to end, manage customer interactions including but not limited to set customer expectations in complicated cases, assist the customer to collect logs/diagnostic information, email customer with action plan etc until case close
• Collaborate with internal teams to address complicated issues
• Maintain/improve customer satisfaction (NPS score) through constantly providing high-quality support service

Requirements

• Bachelor degree or above in Computer Engineering, Computing Science or Electronic Engineering related.
• Good communication both written and verbal in English is a must. Fluent in the English language to handle interactive communication with WW customers and IBM teams.
• Excellent analytical and problem-solving skills
• Active learner with self-motivation
• Spirit of dedication and devotion under stress;
• Accept overtime and duty on days off and holidays when needed by the team;
• Preferred Skills:
• Experience in Remote Technical Support.
• Experience in Power/Host Server/Network SAN switch/Storage products. Knowledge and experience on IBM Power Server is a plus.
• Familiar with Unix or Linux. Knowledge of IBM Servers Product: Open system (System p, System i) and Mainframe (System z) is a plus.