IBM Technical Support Specialist in Belgium

Job Description

Working under minimal supervision, this position will partner with other members of the Professional Services team to ensure accurate and timely implementation of new systems.

Working under moderate supervision the Technical Support Specialist specializes in identifying, analyzing and fixing problems encountered in the field. The primary responsibility of the Technical Support Specialist is to provide on-site support, routine service and preventative maintenance to our customers within the assigned geographical area (EMEA), while maintaining service performance and customer satisfaction levels. Service will be conducted primarily on-site but will also include remote support as well. This is a field position with occasional travel outside the assigned geographical area to assist with new installations and routine service in instances where the primary FSE is unavailable.

Essential Job Duties

Communicate promptly, effectively, and politely with customers

Follow up diligently on open items and all promises made to customers

Represent the customer in communication of field concerns, issues and requirements

Actively monitor new unacknowledged call tickets with Salesforce.com

Review open call ticket problem descriptions and solutions for accurate information

Review open call tickets to ensure proper priority and classification

Track and resolve all open call tickets assigned

Maintain a broad knowledge of technology and equipment used

Preventative maintenance

Proactively and routinely contact customers

Perform miscellaneous job-related duties as assigned

Pursues a program of self-development through the use of selected reading, seminars, and participation in continuing education.

Identifies and communicates possible improvements in the work process for customers and peers.

Performs other duties as assigned by immediate supervisor or upper management.

Partner with Project Managers on all new client implementations

Own technical side of application installation and deployment including

configuration and troubleshooting, both remotely and on-site

Participate in customer planning meetings with Project Managers to design

network configurations and plan hardware deployment

Work with project managers to schedule and perform new system installations

Work with customer and modality vendor to implement Modality Worklist

Work with customer and modality vendor to verify DICOM conformance, image

transfer and capture, and image quality

Work closely with Custom Engineering (CE) in supporting HL7 integration among bothinternal and external systems

Assist customers with test plan design to fully test all aspects of the deployment of Merge applications to assure successful go-live

Provide focused support (technical troubleshooting and problem resolution) during project Go Live phase

Participate in Project Management to Technical Support hand-off meetings

Create, track and close Salesforce cases for issues remaining post Go Live.

Ensure accurate and up to date server records in SalesForce

Set the standards by example for the use of SalesForce for case and customer management.

Perform product updates occurring during the implementation cycle to ensure the most up-to-date code revision when requested by Project Manager or customer

Basic Qualifications

Skills in planning, organizing, and adapting within a multi-tasking environment

Excellent written and verbal communication skills

Ability to communicate technical information to non-technical personnel

Ability to perform under pressure and manage multiple requests with varying levels of importance and criticality

Ability to interact confidently with customers to establish the problem and explain the solution, as considerable customer contact is required

Ability to work in a Team environment

Proactive customer service attitude

Professional attitude and demeanor

The technical knowhow and the desire to investigate and resolve problems

customer service experience

Knowledge of PC assembly and repair techniques; Technical knowledge of personal computers including protocols, networking devices, and PC related components

In-depth knowledge of a broad range of computer technologies

Strong written and verbal communications skills including excellent customer

relationship management skills

Excellent troubleshooting skills

Must be able to work in a self directed manner

Ability to effectively prioritize assigned workload

Strong teaching skills.

Strong time management skills

Understanding of high-end server platforms including the use of high-end storage

platforms (SAN, NAS)

Strong understanding of Internet concepts including Web-based applications and

Web server products, preferably Microsoft IIS

Experience with Oracle and SQL required

Experience with HL7 and DICOM required

Unix experience required

Required Technical and Professional Expertise

see above

Preferred Tech and Prof Experience

see above

EO Statement

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.