IBM Remote Technical Support Specialist (English Speaking) in CYBERJAYA, Malaysia

Job Description

Business Unit

The Malaysia Client Innovation Centre provides high-value information technology (IT) services to IBM’s clients all over the world. It joins IBM’s extensive network of client innovation centres located in over 20 countries.Whether it’s systems integration, application management, infrastructure or outsourcing – the work you’ll do will stretch your talents and expand your skill set. It will expose you to smart, inspiring people who specialize in many different areas – and projects that span several different countries.

Position Summary

This role performs varying degrees of problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources, per contracted service level agreements. They may also perform installs, moves, adds and change (IMAC) activities, as well as data backup and restore on certain accounts, for clients. They are responsible for resolving problems and performing IMACs within Service Level Agreement objectives (SLA), and completing all related administrative duties. As the main interface to the client, they need to understand the local and regional infrastructure and key contacts in the other competencies, i.e. network team, server admin, etc., in order to ensure that the proper team is aware of, and taking action on the problem. Strong client communication and business skills are therefore needed since direct client interaction is often required. Accordingly, they have a direct impact on client satisfaction, and therefore, need to understand their account/site environment.

Responsibilities:

  • Resolve client hardware/software PC problem tickets

  • Resolve tickets within the client SLA and obtain a high Client Satisfaction Rating

Skills:

  • Experienced in Client Support

  • A technical knowledge of the supported platform is required as well as a working knowledge of the hardware

  • Server hardware troubleshooting skills e.g. System X, Storage, PureAppliance

  • Software skill e.g. MS Windows Server, VMware, Linux

  • Good communication with Vietnamese Language Skill is mandatory

Required Technical and Professional Expertise

  • Server hardware troubleshooting skills e.g. System X, Storage, PureAppliance

  • Software skill e.g. MS Windows Server, VMware, Linux

Preferred Tech and Prof Experience

N/A

EO Statement

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, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.