Introduction
At IBM, work is more than a job - it\'s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you\'ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world\'s most challenging problems? If so, lets talk.
Your Role and Responsibilities
Each implementation is unique in it\'s design. Providing for an constantly changing and exciting challenge. If working in this area interests you, and you have the aptitude and energy to take the technical support issues of the top corporations in the world, we would like to meet you.
Previous knowledge of our products is a plus, but it is not a requirement for consideration. New hires will be provided training at a level beyond standard user functionality. Pairing with a mentor and continuing on in a collaborative team environment. Applicants must be able to openly share ideas and communicate thoroughly and professionally in both verbal and written forms.
Responsibilities of a Support Engineer include but are not limited to: troubleshooting and analysis of customer issues. Managing customer expectations and relationships. Setting up test scenarios to duplicate problems. Composition of knowledge base articles describing issues that have been reported and their resolution. Escalating of defects to Level 3 for review and administration of communication and fixes between the customer and Level 3 support. Providing production down weekend support (on rotation) to customers in system down scenarios
Required Technical and Professional Expertise
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