Introduction
The IBM CIO team plays a crucial role in modernizing and optimizing IBM's technology infrastructure and platforms. The team's mission is to enable AI-powered experiences through advanced technology platforms that streamline processes, enhance security, and improve user experiences by leveraging cutting-edge tools such as artificial intelligence, machine learning, and cloud computing.
This team is composed of professionals with diverse expertise in software engineering, data science, network architecture, and security, fostering a culture of innovation and continuous improvement. Together, they strive to make IBM the most productive company in the world.
Your role and responsibilities
The Technical Support Specialist/Advisor is primarily responsible for performing a full workload of technical services for IBM employees with complete responsibility for customer satisfaction with the services provided. Services include some or all the following: software configuration, device setup, upgrades, device reimaging, device installation, software support or software analysis and repair. Seldom requires assistance from support resources to carry out complex or difficult service for in scope activities.
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- Demonstrate leadership in innovative problem-resolution techniques.
- Provide technical support and assistance to end-users.
- Work within a service call management process or as part of a team to resolve issues.
- Possess extensive knowledge of complex workstations, personal computers, printers, and mobile computing devices.
- Communicate with management and team members to provide status updates, report potential issues, and seek guidance.
- Maintain professional communication, conduct, and appearance at all times.
- Perform a full range of technical services for employees.
- Utilize reference materials, support centers, and diagnostic tools for problem resolution.
- Accurately diagnose and resolve equipment malfunctions.
- Fully document all issues in an accurate and timely manner.
- Analyze problems in hardware/software installation, migration, and operational services using existing techniques and tools.
- Identify process improvement opportunities and provide recommendations.
Required education
Bachelor's Degree
Preferred education
Bachelor's Degree
Required technical and professional expertise
- Excellent communication, customer service skills, and problem-solving ability.
- Hands-on experience with mobile devices.
- Strong operational knowledge and experience with Windows, Red Hat Linux, Mac OS, and iOS operating systems.
- Proficiency in supporting Microsoft applications such as Outlook, MS Office, MS Teams, OneDrive, and Box.
- Knowledge of system configuration, network connectivity, and troubleshooting techniques.
- Ability to communicate technical information clearly and concisely.
- Minimum 2 years of Windows support experience (professionally or personally).
- At least 2 years of professional troubleshooting experience.
- Customer support experience with a strong service-oriented mindset.
- Active listening skills and adaptability to customer needs.
- Ability to multitask and work under pressure in high-volume environments.
- Proven problem-solving skills and willingness to share knowledge.
ABOUT BUSINESS UNIT
The IBM Finance organization is responsible for driving enterprise performance and transformation. We are the financial stewards of IBM, delivering IBM's financial strategy, developing new business models, and mitigating enterprise risk. Do you have a passion for creating business value? Join our team in accounting, financial planning, pricing, business controls, tax, treasury, business development (acquisitions & divestitures), and global financing.
YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
ABOUT IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
OTHER RELEVANT JOB DETAILS
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