北京招聘

Job description

Key activities include: Provide world-class remote technical support expertise to both customers and internal field personnel in any country where IBM does business; Use problem determination/problem source identification skills to isolate issues and document substantive action plans that resolve client issues accurately the first time; Keep customers, partners, and internal stakeholders regularly informed of problem investigation and resolution status throughout the support service request case life cycle; Provide technical expertise in support of critical client situation resolution; Use lab hardware to assemble customer configurations in order to replicate customer failure mechanisms; Use specialized debug equipment such as scopes and analyzers to isolate complex client problems; Work with suppliers, L2 and, if applicable, L3 OEM Development to drive fixes for field issues; Interface with client teams and customers to explain technical solutions, interpret manuals, and maintain customer satisfaction; Generate technical documentation for service personnel and clients to follow; Create procedures and tips for the Level-1 support team to resolve storage problems; Develop and provide technical training and service strategies to Level-1/2 support team. Provide on-site assistance to resolve critical client technical issues (when required). Flexible schedule to support 24x7 shift operations and on-call coverage (as applicable) Required Bachelor's Degree or equivalent Fluent English speaking, reading, and writing Excellent analytics and problem solving skills, especially in networking products; Outstanding teamwork and client communication skills; Strong Technical expertise in one or more key network platforms (Cisco, Juniper, Riverbed, F5, etc.) Deep knowledge of networking, understanding of packet flow and TCP session establishment, knowledge of LAN and WAN Technologies Understanding of WAN technologies, bandwidth and latency. Experience with general routing/switching, policy based routing, spanning-tree, VLANs and VLAN trunking Experience reading and understanding packet captures using various packet analyser tools

Required

Bachelor's Degree

English: Intermediate

Chinese simplified: Fluent

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

IBM（国际商业机器公司），创立于1911年，是全球 IT 产业一家百年企业, 也是全球规模最 大的科技公司之一，业务遍及170多个国家和地区。IBM 转型成为一家认知解决方案和云平台公司，持续借助创新科技、行业专长、诚信助力商业和社会发展。2018年全年总营收达796亿美元。每年在研发领域的投资超过60亿美元。