Customer Support Engineer

Your role and responsibilities

This role provides extensive technical exposure to IBM Server and Storage support for IBM clients in Eastern India. The Customer Support Engineer will visit client data centers, troubleshoot and resolve server and storage-related issues, and ensure smooth functionality. The position offers valuable opportunities for skill development in troubleshooting, problem determination, and resolution.

Beyond technical expertise, the candidate must possess strong customer-handling, relationship management, and interpersonal skills, contributing to overall customer satisfaction and business growth.

Roles & Responsibilities:

• Provide on-site support for IBM Server and Storage systems across client data centers.
• Troubleshoot, diagnose, and resolve hardware and software issues related to storage and server environments.
• Follow action plans set by L2/L3 support teams for complex problem resolution.
• Ensure prompt issue resolution, boosting customer satisfaction (CSAT index).
• Collaborate with internal teams and document solutions for ongoing improvements.
• Maintain strong relationships with customers and offer technical guidance.
• Be flexible to work in different shifts to support 24x7 customer operations.
• Continuously enhance technical expertise through self-learning and certifications.
• Travel across Eastern India and beyond as required to support business operations.

Required education

Bachelor's Degree

Preferred education

Bachelor's Degree

Required technical and professional expertise

• Minimum 7 years of experience in Server and Storage Support.
• Advanced hardware troubleshooting and part replacement expertise.
• Ability to follow L2/L3 support-directed action plans.
• Unix administration and operating system troubleshooting skills.
• Basic networking knowledge to aid in system connectivity troubleshooting.
• Industry certification in Unix administration.
• Storage administration expertise, including Logical Volume Manager, SAN zoning, Flash Copy, etc.
• Knowledge of data backup solutions.
• Strong verbal and written communication skills.
• Customer handling proficiency for effective problem resolution.

Preferred technical and professional experience

• Expertise in IBM Power and Storage systems (Power 7, Power 8, Power 9, V5K, V7K, DS8K).
• Certification in RHEL or AIX administration.
• Knowledge of IBM Spectrum Protect for data backup solutions.