Introduction
The IBM Cloud team supports clients who deliver mission critical processes and leverage the latest innovations in the Cloud catalogue. The team supports a combination of Public, Hybrid, and Multicloud clients who are utilizing the flexibility of IBM Cloud to build and run their business anywhere. IBM Cloud allows deployment on multiple clouds (IBM, AWS, Azure or Google) and systems (IBM Z, IBM Power or x86). Public cloud with industry-specific requirements and Watsonx.
Your Role and Responsibilities
As a Compute Cloud Support Engineer you will provide technical support to clients of our infrastructure-based offerings and services. You will work in close collaboration with team members, other IT organizations, key stakeholders and business partners to meet the needs of the business as well as that of the customers.
Key responsibilities: Diagnose and troubleshoot issues reported by IBM Cloud customersDrive effective communication with customers and partners via phone, chat and case regarding technical issuesDocument and track customer cases from start to finish ensuring customer expectations are properly managed and that technical issues are resolved to the customer's satisfactionEngage with engineering, operations, and management to diagnose and resolve critical issuesUtilize acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles This position requires working one weekend day e.g. Tuesday to Saturday and onsite 3 days per week at our Mulhuddart location in Dublin.
Required Technical and Professional Expertise Demonstrated track record of working directly with customersExperience administering Linux & WindowsStrong ability troubleshooting complex issues Preferred Technical and Professional Expertise Vendor certifications related to infrastructure offeringsExpertise and hands-on experience in Virtualization products
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