• Posted 27-01-2022

Systems Support Engineer (12 month contract, with possibility of permanent opportunities)

  • Oxfordshire
  • £32- 36,000 plus excellent benefits
  • Contract

The System Support Engineer plays a vital client facing role providing 1st and 2nd Level technical support for IBM Spectrum Protect / Spectrum Protect Plus, IBM storage hardware and IBM storage software solutions.

 

What you'll be doing:

 

General

  • Support the business in achieving its revenue and margin targets
  • Support the business in achieving its customer satisfaction objectives
  • Promote internally and externally the company strategy at every opportunity
  • Drive effective use of the company support portal for both employees and customers
  • Maintain vendor accreditations
  • Training will be provided both internally and externally

Specific

  • Providing remote support for both reactive and proactive support contracts mainly to UK customers but also globally
  • Taking ownership of incidents and managing them in a logical and methodical manner
  • Ensuring all incidents are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
  • Communicating to customers at various levels, maintaining strong relationships and ensuring the highest level of customer service is always reached
  • Finding and driving new opportunities through to completion
  • Provide ad hoc onsite consultancy as and when the consultancy services team require.

Your background:

  • Extensive IBM Spectrum Protect knowledge
  • Good knowledge of IBM Storage offerings
  • Minimum 2 years’ experience on 1st or 2nd Line support team
  • Must be able to demonstrate a customer first approach to support
  • Ability to liaise and communicate confidently and professionally with customer representatives at all levels
  • Natural aptitude for trouble shooting & problem solving with an enthusiastic and proactive approach
  • Highly organised and able to work on own initiative to complete the range of tasks required

This is a fantastic opportunity to join a company that has an inclusive culture - one that really invests in the career development and personal growth of their colleagues.

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