Remote Technical Support

Job Description

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 Assist with the, maintenance and documentation of all facets of reliable, efficient, customer service.. ● Provide assistance to all members in the use of our computer network, workstations, and equipment. ● Assist with the communications and information hardware and software, with primary responsibility for clients devices systems, and their efficient integration. ● Provide helpdesk support, via phone, computer, and through our ticketing system, for most issues related to desktop software, hardware and peripherals. ● Provide 24-hour support for hardware and services critical to operations. Responsibilities and Duties ● Work within our ticketing system to create detailed work logs and technical documentation. ● Use appropriate communication and documentation to inform team of important issues and information which will help improve team performance. Inform and coordinate with Operations and other computer users of procedures that would interrupt, affect, or interfere with their work. Required Technical and Professional Expertise ● Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up (i.e., when to expect a follow-up contact and by whom). ● Participate in the on-call rotation as agreed by the Tier One Support team. When on call, be prepared to always address technical issues. ● Maintain good working relationships with all cooperative workers. ● Treat co-workers and members with respect and courtesy. Qualifications ● Ability to handle and prioritize a lot of tasks each day. ● Ability to produce user and troubleshooting documentation that other people can understand. Preferred Technical and Professional Expertise N/A