Remote Hardware Technical Support Engineer UK

Job description

Remote Hardware technical support engineer
System X, Blade Center, storage & flex Hardware support team

Job description:
·  The ability to converse at ease equally with site technician or Customer Executive.
·  Provide remote technical support assistance to clients and IBM technical personnel on High Volume product environment.
·  Perform hardware problem determination, problem source identification utilizing a range of tools, techniques, knowledge bases and processes
·  Provide action plans to clients to resolve issues and act as interface with IBM field support staff as needed to develop and execute action plans to resolve client issues
·  Maintain and update support case documentation
·  Engage Level 2 support team when appropriate for case escalation and ensure that supporting data / template for escalation has been completed
·  Contribute to high client satisfaction.
·  Recommend improvements to maintenance package or technical support tools, procedures or processes as required
·  Monitor product and account performance / follow up as required to confirm case resolved
·  Ability to work under pressure whilst maintaining high client satisfaction and KPI targets

Auto req ID

53466BR
Required Education

Bachelor's Degree
Role ( Job Role )

Remote Technical Support
State / Province

AL QAHIRAH
Primary job category

Product Services
Contract type

Fixed Term - Long Term
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
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

Key prerequisites :
·  B.Sc. in Electronics/Communication/ Computer Engineering
·  Excellent customer communication and problem solving skills,
·  Fluent English Language, with a British dialect.
Country

Egypt
Preferred Technical and Professional Experience

·  MCSE or other IT industry certifications would be an advantage but are not essential
Secondary Job Category

Other Product Services
Eligibility Requirements

BA. Holder