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Storage Technical Support Specialist

at IBM Power Systems

Posted: 10/9/2019
Job Reference #: 262279

Job Description

Storage Technical Support Specialist

Your Role and Responsibilities
Provide remote technical support expertise to both customers and internal field personnel in any country where IBM does business.
Perform problem determination/fault isolation by analyzing support logs and diagnostic data to document detailed action plans that resolve client issues accurately the first time.
Use specialized diagnostic tools to isolate complex client problems.
Use lab hardware to re-create customer configurations to replicate failure scenarios.
Collaborate closely with L3 OEM support teams to drive fixes on complex and critical issues.
Keep customers, partners, and internal stakeholders regularly informed of problem investigation and resolution status throughout the support service request life cycle, maintaining high level of customer satisfaction.
Provide real time assistance to field technicians to resolve critical client technical issues. (when required).
Ensure that all actions taken are clearly and regularly documented in the support service request.
Create and maintain internal knowledge base/technical documentation for the Level 1 support teams to leverage for common issues on supported Storage products.
Adhere to the set working schedule, supporting 24x7 shift operations and on-call coverage. 
This position will require working on European and US prime business hours and periodic weekend on call duties.
Participate in internal projects and continuous improvement initiatives.
Follow established processes for effective management of support incidents.
Desire for ongoing skills development.

Auto req ID

Required Education
Bachelor's Degree

Role ( Job Role )
Remote Technical Support

State / Province

Primary job category
Product Services

(0023) IBM Bulgaria Ltd.

Contract type

Employment Type

Is this role a commissionable/sales incentive based position?

Travel Required
No Travel

IBM Business Group

Preferred Education

City / Township / Village

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
Education and professional experience:
  • At least 3 years of experience in a technical support role – Remote support or Administration.
  • Experience providing technical support or administration for storage products with focus on the following OEMs: NetApp, Lenovo, EMC
  • Experience in customer facing roles.
Skills and competencies:
  • Excellent command of spoken and written English (B2-C1 level).
  • Excellent soft skills, active listening/reading, sympathy, ask when in doubt, explain clearly and set right expectations.
  • Excellent computer skills, including MS Office and web navigation.
  • Troubleshooting and analytical thinking skills to identify and resolve problems.
  • Customer-first mindset with high sense of ownership.
  • Ability to research available resources and work instructions to find resolution.
  • Ability to use tools and knowledge to understand and resolve user’s issues and/or redirect them appropriately.
  • Ability to manage complicated requests and irate users.


Preferred Technical and Professional Experience
  • Understanding of multi-vendor enterprise storage technologies including software defined storage, storage virtualization, and network & fabric attached storage devices.
  • Knowledge of storage networking SAN/NAS standards and protocols (Fibre Channel, iSCSI, NFS, CiFS, etc.)
  • Previous experience in storage and systems architecture in an enterprise environment.
  • Willingness to travel internationally on occasion for additional education.
  • Experience with UNIX/Linux OS and virtualization technologies.
  • Knowledge in TCP/IP concepts.
  • Experience with Cluster/HA environments. 
  • Previous experience in delivering technical education will be considered an advantage.
  • Industry recognized associate, professional, or expert certification.
  • Second foreign language will be considered an advantage.

Secondary Job Category
Other Product Services

Eligibility Requirements

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

IBM Technical Support Services’ (TSS) mission is to become the largest and most successful provider of multi-vendor technical support services in the world. Our Multi-Vendor Support (MVS) Client Innovation Center (CIC) in Sofia, Bulgaria is building a trans-disciplinary team of Multi-Vendor Storage support specialists tasked with supporting our TSS clients and field engineers in any IBM country worldwide on a 24x7 basis. MVS Storage Remote Technical Support Specialists in this job role will have expertise in various multi-vendor storage technologies.

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
At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's this unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!

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.