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IBM IBM Cloud Support Engineer – Bi-lingual (Japanese) in Armonk, New York

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.

Your Role and Responsibilities

The IBM Cloud Advanced Customer Support team in Dallas, TX is seeking Japanese speaking bi-lingual Cloud Support Engineers with a strong technical background who enjoy solving problems and working with customers. As IBM Cloud’s technical support organization, qualified candidates will have a passion for helping customers with a determination to improve the overall client experience by quickly identifying and resolving problems.

If you love technology, tackling complex challenges, and leveraging your technical expertise to help others, we want you as part of our talented worldwide technical support team. We have several roles open for various backgrounds and skill levels that you can view via this link : http://ibm.biz/CloudAdvancedCustomerSupportHiring

For this role you will provide technical support to clients of our infrastructure-based offerings which will mean supporting Compute, Virtualization and Storage. The role requires excellent collaboration with team members, other IT organizations, key stakeholders and business partners to meet the needs of the business as well as that of our customers.

What you will do:

  • Diagnose and troubleshoot issues reported by IBM Cloud customers.

  • Effectively communicate with customers and partners via phone and chat regarding technical issues.

  • Document and track customer cases from start to finish ensuring customer expectations are properly managed and that technical issues are resolved to the customer’s satisfaction.

  • Work with engineering, operations, and management to diagnose and resolve critical issues.

  • Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base Articles.

Experience in one or more of these specialized areas would be advantageous:

  • Industry and vendor certifications related to infrastructure offerings

  • Windows Server 2016: Advanced Troubleshooting of OS and Roles; Active Directory

  • Linux (CentOS/RedHat, Ubuntu/Debian)

  • Provisioning, storage concepts, Web servers, Web hosting control panels, system administration

  • Hardware Security Modules

  • Powershell

  • Bash Scripting

  • File and Block Storage (iSCSI, NFS, NAS)

  • Object Storage (S3, SWIFT)

  • Network-based backup solutions (R1soft, Quantastor, Evault, Veeam)

  • Various filesystems (NTFS, ext3/4, xfs) and how to interact at/troubleshoot them

  • Zerto

  • F5

  • Virtualization products such as VMWare, Citrix XenServer, Hyper-V

  • VMware product suite including vCenter, vSphere, vRealize, NSX, VSAN, HCX, ESXi

Keywords:

Compute, Virtualization, Storage, technical support specialist, client facing, customer support, problem resolution, infrastructure, Cloud, bilingual, Japanese @dianerecruits | DRACS2020

Required Technical and Professional Expertise

  • Proven success working directly with customers

  • Professional experience working in the cloud computing industry; preference given to those with a focus on compute and infrastructure services or virtualization products

  • Professional experience troubleshooting complex issues using problem determination and best practices

  • Bachelor’s degree or equivalent experience in Networking, Computer Science, Information Technology, Electrical/Computer Engineering or a similar field

  • Must be fluent in spoken Japanese and English language as well as the ability to write in Kanji, Hiragana and Katakana Japanese characters

Preferred Technical and Professional Expertise

  • Experience leading and/or mentoring teams

  • 3+ years’ experience working in the cloud computing industry focusing on compute and infrastructure services or virtualization products

About Business Unit

Digitization is accelerating the ongoing evolution of business, and clouds - public, private, and hybrid - enable companies to extend their existing infrastructure and integrate across systems. IBM Cloud provides the security, control, and visibility that our clients have come to expect. We are working to provide the right tools and environment to combine all of our client’s data, no matter where it resides, to respond to changing market dynamics.

Your Life @ IBM

What matters to you when you’re looking for your next career challenge? Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible. Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM

IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

We consider qualified applicants with criminal histories, consistent with applicable law.

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

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