Technical Support Professional - Power HW

Introduction
RTS – (Remote Technical Support) – Power HW server support: Whenever customers face any issue with their Power Server, they will call IBM and log a support ticket. This ticket will be assigned to the RTS support engineer. RTS SE will contact customer and understand the issue in detail. RTS SE will then collect the required logs, analyze it and give the resolution. Once the issue is resolved, RTS SE will take confirmation from custoer and close the ticket.

Your Role and Responsibilities
Problem determination and problem isolation when client opens a support case. Resolve the issue by meeting or exceeding customer expectation. Close the cases on time and maintain defined SLA with client.

Required Technical and Professional Expertise

• Minimum 2 years experince in supporting RISC processor servers, preferably IBM Power.
• Excellent techncial skills on Server architecture.
• Experience on supporting clients. Excellent communication skills.
• Should be able to work on 24 X 7 rotational shifts.
• AP Morning shift starts at 4.30 AM , should be able to work on this shift.

Preferred Technical and Professional Expertise

• Experience in supporting global clients.