Hybrid Storage Protect Technical Support Specialist

About the job

IntroductionAs a Storage Protect Technical Support Specialist, you will be working as part of the Storage Support team, providing remote technical support to contracted IBM clients for reported software defect and non-defect issues. Support is provided across the range of Storage Data Protection software products, running on multiple platforms, as well as to connected devices such as hardware storage and networking. Service is mostly delivered remotely by phone support or Teams meetings with the client.As a potential candidate, you will have a general interest in technology, together with a track record of excellent client handling skills, within a support environment. You will have relevant technical experience, excellent communication and listening skills as well as a confident and professional telephone manner. You should be a highly self-motivated individual, who works well under pressure.Your Role and ResponsibilitiesPrimary RoleTo provide day to day remote technical support to contracted IBM clients via telephone, email and Teams meetings - with a high level of client satisfaction. As part of a virtual support team you will; create and maintain call and problem histories using the Cognitive Support Platform (CSP) for worldwide visibility and application. You will use your specialised Storage Protect skills, knowledge and experience for the problem investigation, progression and quick resolution. You will be the case owner and provide timely and effective management of the client's technical problem, and resolution expectation. You will contribute to overall team objectives and operational targets e.g. utilisation and customer satisfaction.Key Responsibilities

• Providing end to end remote technical support for Storage Protect family suite – if not already an SME, then progression towards this level will be provided for career development.
• Performing Problem Determination, Problem Source Identification, and Support on these products and operating systems.
• Involving colleagues or Development where required, and assisting in technical escalation procedures, when necessary, whilst maintaining ownership of the problem for the client.
• Handling of critical situations and management of escalations.
• Ensuring service level commitments are met, clients are kept fully informed of progress and deadlines are maintained when escalating problems.
• Prevent any customer dissatisfaction by actively managing their problem.
• Co-ordinating the problem management process and managing commitments made to IBM clients whilst balancing them with IBM operational business requirements.
• Using support centre tools (Technotes, CSP) for information research, retrieval and investigation as well as accurate logging and progression of problem records.
• Achieving personal and team targets, including Hours Per Problem, Utilisation and Client Satisfaction.
• Support colleagues, Team Leader and Management to achieve the business and operational objectives.
• Taking on of extra duties when and as necessary in response to evolving service requirements and/or ad-hoc special support needs, eg out of hours support cover and/or special client contract assistance.
• Provide weekend duty coverage to WW SP clients for severity 1 cases.
• Share your knowledge - provide skill transfers to educate others in the team on your areas of responsibility, develop a wider appreciation of the operation and help grow colleagues to enable suitable cover for your primary role during periods of absence or high workload peaks.