A Technical Support Representatives at IBM is a front-line position supporting our products and making sure they are at their best for our customers. With over 100 years in technology, IBM has built a strong reputation of quality service and this role ensures we continue to deliver on that promise. If you enjoy helping people with technical issue, you'll love your career at IBM.
Your Role and Responsibilities
As a Technical support representative, you wil help customers troubleshoot issues with a piece of equipment. You will also be responsible for installing equipment, maintaining records of customer interactions and collaborating with others to improve the company's system requirements.
Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation.
Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
Install and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary.
Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel.
Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information, and attending conferences or seminars when possible.
Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software.
Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades.
Create and implement new processes to improve efficiency and customer satisfaction while reducing costs.
Required Technical and Professional Expertise
Minimum 2 plus years' of total experience in IT Industry
Respond to customer inquiries on technical issues.
Resolve and troubleshoot simple or complex issues relating to customers.
Provide technical support to team members.
Manage and maintain all computer systems and databases.
Monitor and manage technical issues relating to products.
Provide qualitative services to customers on their technical problems.
Participate in cross-functional team meetings.
Analyse cost efficiencies in dealing with technical issues.
Assist and support administrative staff in their day-to-day tasks.
Provide qualitative technical services to internal and external customers.
Preferred Technical and Professional Expertise
Ability to quickly understand complex or technical concepts.
High-energy self-starter as well as collaborative team player
Effective, strong presentation and communication skills, both verbal and written
Computer literacy and proficiency in word processing, spreadsheet, and presentation software is required
About Business UnitThis position currently sits within Global Technology Services (GTS) Infrastructure Services (IS) or a shared services function supporting GTS.
As announced in October 2020, IBM intends that its managed infrastructure services business of the GTS organization will become an independent company named Kyndryl by the end of 2021, creating two distinct and powerful market-leading companies.
Together, we will advance the vital systems that power the digital economy. Serving over 4,600 technology-intensive, highly regulated customers, including over 75% of the Fortune 100, our people will design, run, and manage the most modern and reliable technology infrastructure that the world depends on today.
We will work flexibly and in partnership with our customers to amplify business outcomes while always pushing ourselves to improve and meet all opportunities. Come join our team of diverse, devoted, and empathetic technology experts who are at the center of discovering what's next.
Please note: The final decision if this position will transition from IBM to Kyndryl is yet to be confirmed.
Your Life @ IBMWhat 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 IBMIBM'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 StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBMIBM 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.