Senior Storage Technical Engineer

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

The Multi-Vendor Services Storage Team in Sofia is expanding, and we are looking to hire Storage Technical Engineers tasked with sharing technical expertise and resolving technical issues for IBM clients worldwide.

As part of the job, the Storage Technical Engineer would have the following responsibilities.

• Perform problem determination/fault isolation by analyzing support logs and diagnostic data.
• Use lab hardware to re-create customer configurations to replicate failure scenarios.
• Provide real time assistance to field technicians to resolve critical client technical issues.
• Demonstrating soft and technical skills that contributes to client satisfaction.

Required Technical and Professional Expertise

Education and professional experience:

• At least 3 years of experience in a technical support role – Remote support or Administration.
• Experience providing technical support or administration for storage products with focus on the following OEMs: HPE, NetApp, Lenovo

Skills and competencies:

• Excellent command of spoken and written English (B2-C1 level).
• Excellent soft skills, active listening/reading, sympathy, explain clearly and set right expectations.
• Troubleshooting and analytical thinking skills to identify and resolve problems.
• Customer-first mindset with high sense of ownership.
• Ability to quickly learn and absorb new concepts, terms, and vocabulary.
• Ability to manage complicated requests and irate users.
• Understanding of multi-vendor enterprise storage technologies including software defined storage, storage virtualization, and network & fabric attached storage devices.
• Knowledge of storage networking SAN/NAS standards and protocols (Fibre Channel, iSCSI, NFS, CiFS, etc.)

Preferred Technical and Professional Expertise:

• Knowledge in TCP/IP concepts.
• Experience with Cluster/HA environments.
• Previous experience in delivering technical education will be considered an advantage.
• Industry recognized associate, professional, or expert certification.