Remote Technical Support

Introduction

A career in IBM Software means you'll be part of a team that transforms our customer's challenges into solutions.Seeking new possibilities and always staying curious, we are a team dedicated to creating the world's leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.

Your Role And Responsibilities

• The Remote Technical Support (RTS) team plays a critical role in assisting customers who experience issues with IBM storage products. Whenever a customer encounters a problem, they reach out to IBM and log a support ticket. This ticket is then assigned to an RTS engineer, who becomes the primary point of contact for the case.
• The RTS engineer connects with the customer to thoroughly understand the nature of the issue, gathers all necessary diagnostic information and system logs, and performs a detailed analysis to identify the root cause. Based on the findings, the engineer provides appropriate solutions or corrective actions to resolve the problem efficiently.
  

Required Technical And Professional Expertise

• Once the resolution is implemented, the RTS engineer validates the fix with the customer to ensure that the system is fully operational, and the issue has been successfully resolved. After receiving customer confirmation, the support ticket is formally closed.
• Through this structured process, the RTS team ensures quick response times, accurate issue resolution, and high levels of customer satisfaction for IBM's storage product users.