Job Description
Introduction
The Remote Technical Support (RTS) team plays a critical role in assisting customers who experience issues with IBM storage SAN Switch (both Broadcom and Cisco) products. Whenever a customer encounters a problem, they reach out to IBM and log a support ticket. This ticket is then assigned to an RTS engineer, who becomes the primary point of contact for the case.
The RTS engineer connects with the customer to thoroughly understand the nature of the issue, gathers all necessary diagnostic information and system logs, and performs a detailed analysis to identify the root cause. Based on the findings, the engineer provides appropriate solutions or corrective actions to resolve the problem efficiently.
Once the resolution is implemented, the RTS engineer validates the fix with the customer to ensure that the system is fully operational and the issue has been successfully resolved. After receiving customer confirmation, the support ticket is formally closed.
Through this structured process, the RTS team ensures quick response times, accurate issue resolution, and high levels of customer satisfaction for IBM's storage product users
Your Role And Responsibilities
Perform problem determination and isolation for customer-reported issues related to IBM storage - SAN -products.
Analyze, troubleshoot, and resolve technical problems by collaborating with clients and internal teams.
Ensure that all issues are addressed in line with customer expectations, providing accurate and timely resolutions.
Maintain adherence to defined Service Level Agreements (SLAs) and ensure all cases are closed within the agreed timelines.
Document the root cause, resolution steps, and preventive actions for each case to support continuous improvement.
Deliver a high level of customer satisfaction through effective communication, professionalism, and technical expertise.
Participate in knowledge sharing, process improvements, and team development initiatives.
Preferred Education
Bachelor's Degree
Required Technical And Professional Expertise
Minimum 2 year experince in supporting Storage or SAN products . Excellent techncial skills on Storage or SAN ( Broadcom / Cisco ) . Experience on supporting storage provisioning issue . Experience on SAN troubleshooting . Experience on working on performance issues . Excellent communication skills . Should be able to work on 24 X 7 rotational shifts . AP Morning shift starts at 4.30 AM , should be able to work on this shift
Preferred Technical And Professional Experience
Experience in supporting global clients .
