IBM Technical Support Specialist in Belgium
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
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
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
Preferred Tech and Prof Experience
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.