| Job ID | GTS-0510109 | Job type | Full-time Complementary |
| Work country | Egypt | Position type | Entry level |
| Work city | Cairo | Posted | 06-Feb-2013 |
| Travel | No travel | Job area | Consulting & Services |
| Business group | Global Technology Services | Job category | Product Services |
| Business unit | MTS | Job role | Remote Technical Support |
| Job role skillset | General | ||
| Commissionable/ | No |
| Job description |
| For IBM's Multinational clients, Software Support Specialists are required to deliver Remote Technical Software Support Services in English by: • Providing initial remote technical software support for unix-based OS to clients • Interacting with client and IBM functions consistently until problem solution • Analyzing problems/situations, understanding problem impact on client business • Applying problem solving techniques • Responding to client queries, providing timely resolutions to client issues • Maintaining highest client satisfaction • Maintaining positive client relationships even in severe and pressurized situations • Performing problem management and end-to-end problem ownership • Logging all related activities for each customer query and handling client data securely • Employing IBM's standard support delivery methodologies and tools • Performing in international software support delivery processes and environments • Participating in scheduled offshift (callout) • Working hours (2pm -2am), Weekends & Holidays will be according to US time as well. The team's location is Cairo, Egypt. In an initial phase training will be provided to gain IBM specific product knowledge and getting used to IBM's software support processes and tools. This would be provided in Cairo. Traits and competencies wanted • Technical • Problem solver • Excellent communication and listening skills • Team player • Very good analytical skills • Eagerness/willingness to learn • Ability to perform under pressure • Ability to multitask • Communication in Arabic is preferred . Skills and experience wanted • Required: • English fluent (both written and verbal), with neutral accent and good language comprehension • College degree in relevant field (i.e. computer science, engineering, etc..) • Some IT experience (2 yrs +), through business or personal interest • Sound problem determination and troubleshooting skills • Willingness to work in swing/night shifts (US primeshift) • Knowledge of a UNIX operating system is highly desired • Desired: • AIX experience / certification(s) • Customer facing experience • C programming and/or scripting experience • Technical Support experience by phone and email / Remote Delivery experience • Knowledge of IT technology & infrastructure AIX / UNIX product related skills: • Basic installation and configuration Required Bachelor's Degree in Computer Science or Computer Engineering English: Fluent IT industry experience (2 yrs +) |
Required
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| 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, national origin, genetics, disability, age, or veteran status. |
