Systems Maintenance Support Engineer - IBM - Antsohihy - Wizbii

Systems Maintenance Support Engineer

  • By IBM
  • Antsohihy (Madagascar)
  • Engineering / Production Management
2018-10-05T12:42:18+0000

Job description

About IBM
IBM is a global technology and innovation company. It is the largest technology and consulting employer in the world, with presence in 170 countries. The diversity and breadth of the entire IBM portfolio of research, consulting, solutions, services, systems and software uniquely distinguishes IBM from other companies in the industry.

Our Center:
The Client Innovation Center is the newest and largest IBM center in Sofia, Bulgaria. It is a hub of global importance for the company, providing end-to-end IT services, including network management, server systems operations, maintenance and monitoring of computer hardware and software covering some of the biggest world markets – US, Canada, Europe, Australia and New Zealand

As part of the IBM Technology Support Services Team , you would be responsible to provide remote technical assistance and resolutions on wide variety of products and product lines IBM sales to its customers . The Remote Technical Support Center as part of the support product flow play vital role in IBM's customer service, as we provide resolution steps and guidance in time of critical situations.

At IBM you will have the opportunity to communicate with global teams who have different responsibilities, interests and knowledge. Here you will be placed in a dynamic environment, where you will be given the opportunity to raise your technical skills and become part of the IBM TSS Team.

Job profile and Responsibilities:

Systems Maintenance Support Engineer will conduct all pre-update planning activities including:
·  Developing technical competences related to IBM Storage portfolio
·  Monitor defined workflow Queues for all incoming Remote Code Load (RCL) requests.
·  Coordinate all communication and scheduling with the client.
·  Coordinate all communication and scheduling with the IBM RCL resources.
·  Preload and execute system firmware updates
·  Follow-up debug and analyses after maintenance
·  Monitor for successful code update completion and record all activities as agreed in the respective systems.
Systems Maintenance Support Engineer will conduct update activities, which include the following key responsibilities:
·  Coordinate with the client to perform system health check and download code to source system(s) 24 hours in advance prior to the update window when applicable.
·  Performing Batch, scheduling and packaging activities
·  IBM Branded Storage portfolio remote administration
·  Prior to RCL, establish communication with the client to validate the update will proceed as planned and to establish remote connection.
·  Execute the product designed code update procedures as provided by IBM Systems Storage at agreed the update date/time.
·  After successful completion of the code update gain client's agreement to close the RCL case.
·  If any issues are encountered during the Remote Code update attempt, the RCL resource will escalate the problem according to the RCL process exception handling guidelines.
·  Performing code load (RCL Time) will be recorded against each individual RCL case.
·  Storage Remote Technical Support (RTS) will execute RCL deliverables with the shared objective with IBM Systems Storage to reduce the time required to perform RCL. As the RCL procedures and tools supplied by IBM Systems Storage are enhanced, our shared objective is to continue seeking additional efficiency opportunities. Required Technical and Professional Expertise:
·  Formal technical education;
·  Level of English B2/ C1 (written and verbal interaction)
·  Motivation for continuous learning and development in technologies Preferred Technical and Professional Experience:
·  Second language will be considered as strong advantage: French, German, Japanese
·  Strong communication skills in English /verbal and written/;
·  Logically and analytically minded;
·  Affinity to resolve technical problems;
·  Motivation to learn new technologies and willingness to develop in-depth technical career;
·  Ability to work in a team environment;
·  Knowledge of Storage basic concepts will be considered as strong advantage.
Additional important information:

The role requires 24/7 shift rotation. US prime shifts dominate as they intend to serve the US business demands and needs.

IBM will deliver product specific and process training to the selected candidates

Auto req ID

170034BR
Required Education

Technical Diploma
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

No Travel
IBM Business Group

Systems
Preferred Education

Technical Diploma
City / Township / Village

SOFIA
EO Statement

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

· 
Formal technical education;

· 
Level of English B2/ C1 (written and verbal interaction)

· 
Motivation for continues learning and development in technologies

Country/Region

Bulgaria
Preferred Technical and Professional Experience

·  Strong communication skills in English /verbal and written/;
·  Logically and analytically minded;
·  Affinity in resolving technical problems;
·  Motivation to learn new technologies and willingness to develop in-depth technical carrier;
·  Ability to work in a team environment;
·  Knowledge of Storage basic concepts will be considered as strong advantage.
Secondary Job Category

Other Product Services
Eligibility Requirements

n/a
Position Type

Early Professional
Early Professional Track

Industry Early Professional
New Collar Role

Yes

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About IBM

IBM est leader mondial au service de la technologie de l'information. Ses activités, toujours au service de l'innovation, gravitent autour du matériel informatique, des logiciels et des services informatiques. Fondé en 1911, cette multinationale américaine a son siège social général à New York, aux États-Unis. En France, c'est à Bois-Colombes que se situe le siège depuis 1914. IBM France est aussi présent dans toutes les plus grandes villes françaises (Paris, Lyon, Marseille, Toulouse, Bordeaux, Montpellier...) et compte plus de 11000 collaborateurs.

L'entreprise très dynamique et en constante recherche d'innovation recrute régulièrement de jeunes diplômés en stages, alternances, VIE, CDD ou CDI pour être acteur de ce mouvement. La société offre des postes de consultants, de chefs de projet, architectes d'application, ingénieurs systèmes, mais prend également en charge des métiers tels que les ingénieurs marketing ou responsables ressources humaines. Peu importe la carrière que vous souhaitez bâtir, IBM peut vous permettre de vous épanouir grâce à ses nombreuses opportunités à travers le monde.

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