Technical Support Representative

Job Description

Your Role and Responsibilities
Provides advanced level of hardware remote technical support, troubleshooting and analysis assistance for hardware installation (or reinstallation), usage, configuration questions and software installation for IBM/Lenovo Servers and Storages
Diagnosing, troubleshooting, and developing new solutions for technical issues escalated from L1 support team.
Identifies out of scope technical issues, provides resolutions to a diverse range of complex technical issues, mentors others in providing validated technical information, support process instructions and special support requirements.
Ability to Learn new products quickly and effectively, when given access to our knowledge base to be able to develop a layered understanding of how the product works end-to-end.
Contributes to a centralized problem identification and resolution database
Develops and implements resolutions to identified problems and follow standard practices and procedures.
Identifies records and works with management to pro-actively revise current procedures and tools to improve customer satisfaction
Develops broad knowledge of the organization s mission and strategy and relates it to day-to-day issues.
Challenges existing processes based on industry best practices, enhances these for the benefit of all.
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.
Required Technical and Professional Expertise
• B.Sc. in Electronics/Communication/Computer Engineering or Computer science
• 1-3 years of experience in technical support, IT infrastructure or related.
• Excellent customer communication and problem-solving skills
• Turkish and English Languages fluency are a must.
• Demonstrate proficiency in the hardware platform supported by maintaining applicable technical certifications.
• Strong Hardware server s knowledge is a must
• Microsoft windows server and Linux knowledge
• MCSE or other IT industry certifications is a plus
• Ability to work during eastern time zone and 24*7 rotational shifts basis
• Experience in working within global teams
Preferred Technical and Professional Experience
N/A
Required Education
Bachelor's Degree
Preferred Education
None