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Spectrum Protect Remote Support Specialist

at IBM

Posted: 10/5/2019
Job Reference #: 279847

Job Description

Title
Spectrum Protect Remote Support Specialist

Your Role and Responsibilities
As a Spectrum Protect support specialist, you will be working as part of the Storage Support team, providing remote technical support to contracted IBM clients for reported software defect and non-defect issues. Support is provided across a range of software products running on the multiple platforms as well as to connected devices such as storage and networking. Service is mostly delivered remotely by phone support or dial-in connections to the systems with occasional on-site assistance.
 
As a potential candidate, you will have an interest in technical support together with a track record of excellent client handling in a support context. You will have relevant technical experience, excellent communication and listening skills as well as a confident and professional telephone manner. You are a highly self-motivated individual and work well under pressure.
 
Primary Role:
To provide day to day remote technical support to contracted IBM clients via telephone and email with a high level of client satisfaction. As part of a virtual support team you will; create and maintain call and problem histories using the tools CCMS, Retain and Cognitive Support Platform for worldwide visibility and application.  You will use your specialised Spectrum Protect skills, knowledge and experience to the problem investigation, progression and quick resolution. You will be the owner and provide timely and effective management of the client's technical problem and resolution expectation.  Contribute to overall team objectives and operational targets e.g. customer satisfaction (NPS).
 
Key responsibilities:
  • Providing as future Subject Matter Expert (SME) end to end remote technical support for Spectrum Protect & Control suite.
  • Performing Problem Determination, Problem Source Identification and Support on these products and operating systems.
  • Involving further levels of support uor development where required and assisting in technical escalation procedures, when necessary, whilst maintaining ownership of the problem for the client.
  • Ensuring service level commitments are met, clients are kept fully informed of progress and deadlines are maintained when escalating problems.
  • Prevent any customer dissatisfaction by actively managing their problem.


Auto req ID
264144BR

Required Education
Bachelor's Degree

Role ( Job Role )
Remote Technical Support

State / Province
SOFIA

Primary job category
Product Services

Company
(0023) IBM Bulgaria Ltd.

Contract type
Regular

Employment Type
Full-Time

ERBP
Yes

Is this role a commissionable/sales incentive based position?
No

Travel Required
Up to 10% or 1 day a week

IBM Business Group
Systems

Preferred Education
Technical Diploma

City / Township / Village
SOFIA

Being You @ IBM
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.

Required Technical and Professional Expertise
  • Self Starter, able to act on own initiative in customer service situations, apply good judgement and take ownership.
  • Reliable and committed team player, able to operate effectively across local and geographically spread teams.
  • Track record of applying sound problem determination, deductive reasoning and problem source identification techniques to a variety of products and OS environments.
  • Excellent communication skills, both written and spoken (English), and a very professional telephone manner.
  • Good personal administrative and housekeeping standards.
  • Excellent personal time keeping and attendance record
  • Willingness to work on flexible working hours


Country/Region
Bulgaria

Preferred Technical and Professional Experience
  • Knowledge of Websphere, DB2, SAN and Tape drives would be useful to the candidate;
  • Skills and experience and general understanding with all well established Operating Systems, like AIX, Windows, Linux are somehow mandatory for the candidate;
  • Knowledge of Spectrum Protect is preferred


Secondary Job Category
Other Product Services

Eligibility Requirements
Work Permit

Position Type
Early Professional

Early Professional Track
Industry Early Professional

Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.

New Collar Role
No

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 Life @ IBM
What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About Business Unit
IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio  designed for cognitive business and optimized for cloud computing.

About IBM
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.