Storage Hardware Technical Support Engineer for EMEA

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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.

At IBM Bulgaria, in our Systems organization, we make sure that the world continues to operate driven by our latest and greatest technologies, such as System Z, Storage, Power, AIX and many other solutions.In our Client Innovation Center Sofia, the people have the chance to collaborate with the whole world and clients from every corner of it. We already have experts in development, DevOps, QA and Support Engineers. We also have opportunities in more client-oriented roles, such as Emergency Response Managers, Technical Escalation Managers, and many Project management roles.

Your Role and Responsibilities

We are looking to hire Technical Support Engineers for our Storage Hardware Support team.
This job requires excellent technical skills, an eagerness to constantly learn and evolve and a natural curiosity as well as outstanding customer communications skill.
In this challenging role, you’ll be responsible for handling customer cases in an effective and accurate manner using multiple debug and analysis tools, techniques and procedures while documenting case details and action plans and maintaining communications with our customers and our field team.


  • Engage on cases quickly and effectively working as part of a close knit 24X7 team
  • Provide remote troubleshooting and analysis assistance for hardware failures, installation, usage and configuration questions via multiple pathways including Live Chat, Call back and Call Home models
  • Provide problem determination / problem source Identification, define and drive action plans
  • Respond to escalated customer calls, complaints, questions and queries
  • Collaborate with deeper technical skills, other support centres and business units to provide seamless problem resolution
  • Create new knowledge content in response to new problem discovery

The position will require shifts rotation.

What we offer:

  • Company-paid training and certifications
  • Work in a team with leading specialists
  • Competitive remuneration package
  • Diverse job role structure giving opportunities for growth within the team.
  • Hybrid working model with flexibility to work from home on a regular basis.
  • A workplace in an open, friendly hi-tech environment
  • Recognition awards
  • Additional health coverage
  • Special offers and discounts/ corporate badge program
  • Did we mention free coffee, snacks?
  • Eco friendly travellers are welcome to the office – parking places for bikers and monthly allowance for transportation are available to all employees
  • Referral bonus program

Required Technical and Professional Expertise

  • Relevant University degree, ideally in Information Technology or Computer Science
  • At least 2 years of experience working in the area of customer support
  • Basic Storage and Networking knowledge, computer or server hardware knowledge; excellent customer facing and communication skills
  • Fluency in English – both verbal and written
  • Fluency in second European language – French, Italian, German, Spanish.

    Preferred Technical and Professional Expertise

    • At least 1-year experience working as a technical support engineer
    • Advanced knowledge, experience and/or certified with IBM Hardware and Software products
    • Advanced knowledge, experience and/or certified with Servers, Linux, VMware, Citrix or Cisco enterprise products

    About Business Unit

    IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate – they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio  designed for cognitive business and optimized for cloud computing.

    Your Life @ IBM

    In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

    Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

    Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

    Are you ready to be an IBMer?

    This job requires you to provide your COVID-19 vaccination status with supporting documentation, where legally permissible.

    About IBM

    IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

    Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

    At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

    Location Statement

    For additional information about location requirements, please discuss with the recruiter following submission of your application.

    Being You @ IBM

    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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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    Key Job Details

      • Country/Region:BG
      • State:SOFIA
      • City:Sofia
      • Category:Software Development & Support
      • Required Education:Bachelor's Degree
      • Position Type:Professional
      • Employment Type:Full-Time
      • Contract Type:Regular
      • Company:(0023) IBM Bulgaria Ltd.
      • Req ID:609677BR
      • Travel Required:No Travel