Technical Support Representative - NIGERIA at IBM - International Business Machines

Job ID: GTS-0582632
Job type: Full-time Regular
Work country: Nigeria
Position type: Professional
Travel: 25% travel annually
Job area: IT & Telecommunications (non consulting)
 
Job description:
The applicant are accountable to ensure a high level of client satisfaction with Service delivery, technical support and operational services by taking all the possible actions to avoid that a client perceived problem or irritation will become a critical situation, putting at risk his/her satisfaction and loyalty. If a technical critical situation occurs, they are the IBM interface to clients and manage the situation until the problem is fixed. They have a thorough understanding of, and are able to articulate, IBM's technical support strategy, particularly as it relates to base and enhanced support. They are responsible for the technical value relationship by providing expertise to protect revenue base and identify new services opportunities.
The applicant will provide technical assistance and account management advice to less experienced personnel. They plan for, and execute, hardware services activities and assist in software services activities including systems assurance, installation planning, account management, systems-level problem determination, installations, discontinuance, relocation, diagnosis, etc. for IBM and non-IBM systems.
Perform IT Specialist job role and must have expertise in managing and operation of IT hardware, software, communications, and/or application solutions, and the resources required to plan for, develop, deliver, and
support properly engineered IT services and products to meet the needs of a business. The scope of this job role includes preparation for new or changed services, management of the change process, and maintenance of regulatory, legal, and professional standards, management of performance of systems and services in relation to their contribution to business performance, and management of bought-in services including, for example, public network, virtual private network, and outsourced services. Typical examples of the deliverables are service-level reporting, risk, and contingency planning.
 
Requirements:
Bachelor's Degree
At least 4 years experience in Analyzing Software related Problems and Situations
At least 4 years experience in on at least one major platform or product group covered by IBM
At least 4 years experience in technical background (former experience), preferably service delivery
At least 4 years experience in AIX, TSM, Copy services such as global, metro mirroring, Linux, etc would be main requirements).
At least 4 years experience in Good client "management/communication" skills
At least 4 years experience in Ability to link different resources (mostly people and their technical knowledge) internally
English: Fluent
 
Preferred
At least 7 years experience in Analyzing Software related Problems and Situations
At least 7 years experience in on at least one major platform or product group covered by IBM
At least 7 years experience in technical background (former experience), preferably service delivery
At least 7 years experience in AIX, TSM, Copy services such as global, metro mirroring, Linux, etc would be main requirements).
At least 7 years experience in Good client "management/communication" skills
At least 7 years experience in Ability to link different resources (mostly people and their technical knowledge) internally
 
Additional information
IT Specialists would apply their technical skills to support the operation and maintenance of vendor products, services, and solutions. Individuals who are part of Support typically have responsibility for sizing, troubleshooting, and critical customer situations. The employee focuses on individual/team/department/ operational objectives.
 

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