Thursday, December 1, 2011

Remote Software Support Specialist for Multinational clients Vacancy | IBM Careers



Remote Software Support Specialist for Multinational clients (English-speaking)

Job ID GTS-0432787
Job type Full-time Complementary
Work country Egypt
Posted 20-Sep-2011
Work city Cairo
Job area Consulting & Services
Travel No travel
Job category Product Services
Business unit MTS
Job role Remote Technical Support
Job role skillset General
Commissionable/Sales-Incentive jobs only No

Job description
For IBM's Multinational clients, Software Support Specialists are required to deliver Remote Technical Software Support Services in English by:

• Providing initial remote technical software support for unix-based OS to clients
• Interacting with client and IBM functions consistently until problem solution
• Analyzing problems/situations, understanding problem impact on client business
• Applying problem solving techniques
• Responding to client queries, providing timely resolutions to client issues
• Maintaining highest client satisfaction
• Maintaining positive client relationships even in severe and pressurized situations
• Performing problem management and end-to-end problem ownership
• Logging all related activities for each customer query and handling client data securely
• Employing IBM's standard support delivery methodologies and tools
• Performing in international software support delivery processes and environments
• Participating in scheduled offshift (callout)
• Working hours (2pm -2am), Weekends & Holidays will be according to US time as well.

The team's location is Cairo, Egypt.
In an initial phase training will be provided to gain IBM specific product knowledge and getting used to IBM's software support processes and tools. This would be provided in Cairo.

Traits and competencies wanted
• Technical
• Problem solver
• Excellent communication and listening skills
• Team player
• Very good analytical skills
• Eagerness/willingness to learn
• Ability to perform under pressure
• Ability to multitask


Skills and experience wanted
• Required:
• English fluent (both written and verbal), with neutral accent and good language comprehension
• College degree in relevant field (i.e. computer science, engineering, etc..)
• Some IT experience (2 yrs +), through business or personal interest
• Sound problem determination and troubleshooting skills
• Willingness to work in swing/night shifts (US primeshift)
• Knowledge of a UNIX operating system is highly desired
• Desired:
• AIX experience / certification(s)
• Customer facing experience
• C programming and/or scripting experience
• Technical Support experience by phone and email / Remote Delivery experience
• Knowledge of IT technology & infrastructure

AIX / UNIX product related skills:
• Basic installation and configuration

Required
Bachelor's Degree in Computer Science or Computer Engineering
English: Fluent
IT industry experience (2 yrs +)

Required
Bachelor's Degree
English: Fluent

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, national origin, genetics, disability, age, or veteran status.

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