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
Since receiving the Randstad Award for Canada's Most Attractive Employer (ranked #1 in 2015) , IBM is expanding its New Brunswick footprint by growing its IT Services Centre.
Through partnership and collaboration, IBM is planting the economic development seeds to help transition New Brunswick into a knowledge worker economy that can positively tackle challenges for the benefit of all Canadians and organizations around the world. Will you join us?
As an IBMer, you can change the way the world works. Join IBM and be part of a diverse and global team of thinkers and doers-people who want to make an impact, cultivate their expertise and collaborate with some of the world's top business and technology professionals. Network in an open, friendly and flexible work environment where diversity is embraced and new, creative ways of thinking are encouraged and supported. There is no better place to launch or further your career.
The role will entail the following:
Based in Florenceville, NB - Provide technical support mainly via calls and following a standard call flow and problem handing processes (scripted or not scripted).
Verify entitlement, perform problem determination, resolve and close the problem, or route the incident record to the appropriate level of support.
Using technical resources and tools, support the client by answering questions and responding to client requirements.
Utilize product, technology, industry and/or services skills to identify problems which may be related to product installation, update, configuration, operations or performance.
Guide the client, advising on potential resolutions and their implementation, and play a key role in overall client satisfaction.
Required Technical and Professional Expertise
-Daily onsite presence at Florenceville, NB.
-Excellent English verbal and written communication skills.
-Should be willing to work in shifts (Service Desk is open 7/24/365).
-Overall should be a good team player with willingness to learn and drive to achieve.
-Pro active and focused on Metrics.
Preferred Technical and Professional Expertise
-Knowledge of networking, internet and intranet, general knowledge of MS Products and configuration (Outlook) and operating systems.
-Tablet and cell phone configuration.
-Phone and email industry etiquette.
Must have the ability to work in Canada without sponsorship.
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.