Senior Server Remote Technical Support Engineer (UNIX) | Job in Cairo, Egypt by IBM Middle East | GulfTalent

an introduction
At IBM, business is more than a job – it’s a call: to build. for design. to code. For consultation. To think with customers and sell. to make markets. invent. to cooperate. Not just to do something better, but to try things you never thought possible before. Are you ready to lead in this new age of technology and solve some of the world’s most challenging problems? If so, let’s talk.

Your role and responsibilities
The Multi-Vendor Services server team is expanding, and we’re looking to hire Server Remote Engineers tasked with sharing technical expertise and solving technical problems for IBM clients around the world. The Remote Multi-Vendor Server Engineer in this role will have experience in multiple multi-vendor server technologies and access to specialized education for a variety of server products (both remote and hands-on). As part of the job, the remote server engineer will have the following responsibilities:

Perform problem identification/fault isolation by analyzing support logs and diagnostic data within the Level 2 team.
– Use specialized diagnostic tools to isolate complex client issues and replicate/simulate issues in the dedicated server lab
Keep cases regularly updated with information, procedures, and solution status throughout the support service request lifecycle.
– Learn about known defects and fixes to solve problems.
Interpret online manuals and available documentation with the aim of solving problems faster.
Collaborate closely with support teams (of all levels) to make fixes on complex and critical issues.
Provide real-time assistance to field technicians to solve critical technical issues for the client. Follow established processes for effective support incident management.
Demonstrate proficiency in supported hardware platforms by maintaining applicable technical certifications.
Demonstrate personal and technical skills that contribute to customer satisfaction.
Adherence to set work schedule (organized in 3 shifts during weekdays, support for 24/7 shift operations during weekends and holidays, coverage upon request).

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Technical and professional experience required
Bachelor’s degree (or equivalent) in Computer Science or similar technical field or proven equivalent experience.
– At least 3 years experience in a senior technical support role – Remote support.
Experience in customer facing roles. Skills and competencies.
– Proficiency in spoken and written English
Excellent soft skills, active listening/reading, empathy, question when in doubt, explain clearly, and set correct expectations.
Good planning and organizing skills.
Troubleshooting and analytical thinking skills to identify and solve problems.
Customer first mindset with a high sense of ownership.
Ability to quickly learn and assimilate new concepts, terms and vocabulary.
The ability to research and self-study to find solutions to unknown issues and improve oneself in general
Ability to manage complex requirements

Preferred technical and professional experience
Experience with Unix HW (Oracle/Sun & HP-UX), operating systems, and virtualization technologies (extra knowledge of Wintel/x86 HW is a definitive plus)
Good knowledge of networking/storage concepts.
Experience in providing hardware technical support or management for server products with a focus on the following OEMs: HPE, Oracle/Sun, Dell, Fujitsu, etc.
Good familiarity with both spoken and written French language skills is a huge advantage (other optional language skills such as Spanish/Italian/etc) are also relevant

For more than six decades, IBM Middle East and Pakistan has played a vital role in shaping the region’s IT landscape. Today, IBM is part of the region’s technology fabric, solving real-world business and societal challenges, with offices in the UAE, Saudi Arabia, Qatar, Kuwait and Pakistan, as well as a variety of hubs across the region.

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Within the region, IBM currently has leading initiatives in cloud computing, analytics, mobile devices and security, as well as nanotechnology, e-government, healthcare and many more, in collaboration with leading educational institutions and governments. IBM supports hundreds of customers to drive transformation through technology, contributes to regional research and development programs and has an active Corporate Services Program (CSC).

Reinvention is a key word in the company’s history, and today, IBM is more than just a “hardware, software, services” company. IBM is now emerging as a knowledge solutions and cloud platform company.

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