IBM Remote Technical Support Specialist - AIX in CAIRO, Egypt

For IBM's US clients Software Support Specialists are required to deliver post sale Remote Technical Software Support Services for AIX in English
  • Providing initial remote technical software support for AIX 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

  • Willingness to work Monday to Friday in swing/night shifts – US prime shift

  • Participating in scheduled offshift (callout)

  • Willingness to travel if requested

    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

  • Client-centric mindset

  • Excellent communication and listening skills

  • Problem solver

  • Team player

  • Very good analytical skills

  • Eagerness/willingness to learn

  • Ability to perform under pressure

  • Ability to multi-task

Required Skills• Required:

  • English & Arabic fluent (both written and verbal), with neutral accent and excellent language comprehension

  • College Technical degree and/or experience in relevant field

  • Some IT experience (1 yrs +), through business or personal interest

  • Sound problem determination and troubleshooting skills

    Preferred Technical and Professional Experience

  • Bachelor or Master’s Degree from either (Computer science - Communication Engineering - Computer Engineering)

1 - 3 year experience in remote technical supportExcellent command of English languageExcellent communication skills

Domestic Non-Delivery