Remote Hardware Technical Support Engineer CA

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