Technical Support Specialist - AIX Support Engineer

Job description

IBM OS (AIX or IBM i) Support Engineer provides remote technical support assistance to clients and IBM technical personnel as part of the WW AIX or IBM i Remote Technical Support team.

A person interested in this role will have key responsibilities to become a worldwide technical expert in one or more components of AIX or IBM i (such as networking, file systems, Kernel, DB2, Save/Restore, ... ), become an effective communication channel between IBM clients and IBM management, and work with technologies such as open source, cloud, virtualization, and security.

To be successful, a person should demonstrate the excellent communication skills (written and verbal), a passion for continuous learning and a willingness to manage and solve complex technical problems.
The skills required for this position span communication skills, situation management skills, and technical abilities.

Key Responsibilities:
·  Responding to client queries and providing initial remote technical software support in a timely manner
·  Maintaining highest client satisfaction and relationships even in severe and pressurized situations
·  Interacting with client and IBM functions consistently until problem solution
·  Performing problem management and end-to-end problem ownership by analyzing
·  problems/situations and understanding problem impact on client business
·  Employing IBM's standard support delivery methodologies and tools
·  Logging all related activities for each customer query and handling client data securely
·  Performing in international software support delivery processes and environments
·  Responding to client queries and providing initial remote technical software support in a timely manner
·  Maintaining highest client satisfaction and relationships even in severe and pressurized situations
·  Interacting with client and IBM functions consistently until problem solution
·  Performing problem management and end-to-end problem ownership by analyzing
·  problems/situations and understanding problem impact on client business
·  Employing IBM's standard support delivery methodologies and tools
·  Logging all related activities for each customer query and handling client data securely
·  Performing in international software support delivery processes and environments This is shift work position. The resource may work in US Time zone shifts (9-hour shift between 2 pm to 2 am Cairo local time). or Asia Pacific Time zone shifts (9-hour shift from 11 pm to 8 am Cairo local time).

Auto req ID

185033BR
Required Education

Bachelor's Degree
Role ( Job Role )

Technical Support Representative
State / Province

AL QAHIRAH
Primary job category

Product Services
Company

(0040) IBM World Trade Corp - Egypt Branch
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

Bachelor's Degree
City / Township / Village

CAIRO
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

·  Relevant University degree, ideally in engineering (i.e. computer engineering and software engineering)
·  2 -3 years experience working in the area of Customer support
·  Fluency in English is a must
Country/Region

Egypt
Preferred Technical and Professional Experience

·  None
Secondary Job Category

Other Product Services
Eligibility Requirements

None
Position Type

Professional
New Collar Role

No