Remote Technical Support - Cyberjaya SGR

Company Description

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Job Description

The Remote Support Specialist provides remote Technical support assistance to clients and IBM technical personnel on a number of products, subsystems and/or systems in the High Availability product environment.
Uses specialized technical knowledge, together with support tools, techniques, and procedures, to identify and evaluate possible problem cause and solution alternatives, and to determine most likely cause(s) and solution(s). Communicates and negotiates proficiently with clients and IBM personnel as needed.

Task Description
Remote support activities for IBM customer on their HW equipment.
Handle live and electronic client calls according to procedure to achieve CSAT targets.
Utilize the computer based tools to locate the technical information required to complete a call with a client. Maintain technical skills through on-line electronic tools,
Manage service calls including maintaining call logs, status and escalation communication with all parties concerned as appropriate.
Confident and courteous telephone manner.- Effective oral and written communication skills.- Team player.- Operate effectively within a team environmentBasic working hours are – 08:00 – 17:00 with 24/7 availability according to business needs.
Primary work location will be an IBM office with tools available to work remotely.

Qualifications

Basic Skills Storage problem solving skills for IBM Storage (DS3000, V7K / V3700), IBM (Lenovo) server System-x Hardware.

Additional Information

Client Innovation Center (CIC)