L2 Support Engineer

This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions. Provides technical support assistance to clients and/or IBM field support using problem determination/problem source identification skills. Uses technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. Communicates action plans to the client or IBM representative as appropriate. Recommends and implements new or improvements to existing technical support tools, procedures, and processes. May provide training for and mentor others on the team. Contributes to department attainment of organizational objectives and high client satisfaction.

Primary Duties:

• Provides technical support assistance to clients and/or IBM field support using problem determination/problem source identification skills.

• Uses technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.

• Communicates action plans to the client or IBM representative as appropriate.

• Recommends and implements new or improvements to existing technical support tools, procedures, and processes.

• Provide world class customer services to large enterprise users.

• Investigate and resolve support issues independently and productively.

• Handle critical customer issues and hot-line support issues independently.

• Handle urgent customer situation and provide emergency solutions or fixes to customers.

• Coordinate within the team and across other teams (Developments, Product Management, Sales) for critical customer support issues or escalations independently.

• Develop Knowledge-Base, procedures and support tools to improve services efficiency