L2 Support Engineer

Introduction
At IBM, work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so, lets talk.

Your Role and Responsibilities
“IBM seeks to hire a Technical Support Professional. We are looking for analytical puzzle solvers who thrive in a driven enterprise customer support environment. You can work both individually and as part of a motivated worldwide team to assist IBM customers to perform problem determination on the IBM Storage Defender product. We are seeking demonstrated problem solvers with proven communication skills.
In this position, debugging and analysis are performed via the telephone as well as electronically. Candidates must have the desire to wow customers, articulate solutions and options, and take the opportunity to interact with the end users, as well as the developers and sales teams to be a well rounded contributor. The challenge in this position is to able to interpret complex software problems that span across multiple client and server platforms including UNIX, Linux, Advanced Interactive Executive (AIX), and Windows. Knowledge of cloud, Storage Area Networks (SAN), network protocols, and storage devices is preferred. Hands on experience with storage virtualization is a plus. Multilingual capabilities are an asset. Candidates must be flexible in schedule and availability for week shifts, along with availability for weekend shifts. If you are self motivated and collaborative, join us and prepare to learn.

Required Technical and Professional Expertise

• Excellent oral and written communication skills.
• Ability to listen to clients and understand both situational and technical issues.
• Ability to work with and collaborate across a global team of engineers.
• Basic knowledge of Operating Systems (UNIX, Linux, Windows).
• Basic knowledge in Problem Solving / Problem Determination”

Preferred Technical and Professional Expertise

• At least 3 years experience in Problem Solving / Problem Determination. At least 3 years in customer support / technical support roles.
• Experience with Storage Protect or data protection domain will be added advantage.
• Experience troubleshooting network, OS or application/software issues.
• Experience working in a 24×7 support environment.
• Good analytical and problem solving skills.
• A working knowledge of case management in Salesforce, or equivalent, is desirable.