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
Provides advanced level remote technical support for hardware, troubleshooting and analysis assistance for hardware installation (or reinstallation), usage, configuration questions and software installation for IBM/Lenovo servers and repositories
Diagnose, troubleshoot and develop new solutions to technical issues that have escalated from the L1 support team.
Identifies technical issues outside of scope, provides solutions to a variety of complex technical issues, and guides others in providing validated technical information, support process instructions and special support requirements.
The ability to learn new products quickly and effectively, when given access to our knowledge base to be able to develop a multi-layered understanding of how a product works from start to finish.
Contributes to a central database to identify and solve problems
Develops and implements resolutions for identified problems and follows standard practices and procedures.
Sets records and works with management to proactively review existing procedures and tools to improve customer satisfaction
Develops extensive knowledge of the organization’s mission and strategy and relates it to everyday issues.
Challenging processes based on industry best practices, and promoting them for the benefit of all.
Technical and professional experience required
– Bachelor’s. in electronics/communication/computer engineering or computer science
1-3 years experience in technical support, IT infrastructure or related field.
– Excellent customer communication and problem solving skills
Fluency in Turkish and English is a must.
Demonstrate proficiency in the hardware platform backed by the maintenance of applicable technical certifications.
– Knowledge of powerful hardware server is a must
Microsoft Windows Server and Linux knowledge
MCSE or other IT industry certifications an added advantage
– Ability to work during Eastern time zone and based on 24*7 rotational shifts
– Experience working in global teams
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.
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.