Technical Support Specialist

Job Description

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.

Responsibilities

• Demonstrates leadership in innovative problem resolution techniques.
• Provides support and assistance to others.
• Services may be directed by a service call management process or be performed as part of a team.
• Possesses an extensive knowledge of complex workstations, personal computers, printers, and mobile computing devices.
• Communicates with IBM management and/or team members on a timely basis to inform regarding status of work, of potential or existing problems, and to seek advice and assistance.
• Maintains business like communications, conduct and appearance, and otherwise demonstrates a courteous, positive and professional attitude at all times.
• Performs a full workload of technical services to IBM employees.
• Makes appropriate use of reference materials, support centers and diagnostic aids.
• Performs problem determination utilizing the diagnostics, reference documentation, service aids, tools and test equipment.
• Diagnoses equipment malfunctions accurately & promptly.
• Fully document all issues in an accurate and timely manner
• With assistance as necessary, analyzes problems in the areas of hardware/software installation, migration and operational services using existing techniques and tools.
• May challenge the validity of and make recommendations for improving the processes and procedures used for services delivery.

Required Technical and Professional Expertise

• Excellent Communication as well as Customer service skills and problem-solving ability.
• Mobile Device Skills.
• Strong operational knowledge and experience of Windows 10, Windows 11, Red Hat Linux, Mac OS, and iOS operating systems, common application programs, system diagnostics and local/remote support structure.
• Experience supporting Outlook, MS Office, MS Teams, WebEx, Box, and Windows.
• Knowledge of system configuration, physical and network connectivity.
• Ability to provide information and direction to others in a clear and concise manner.
• At least 2 years Windows support experience professionally and/or personally
• At least 2 years professional troubleshooting expertise
• Customer support experience and service focus
• Active listener with flexibility to modify approach and adapt to customer needs
• Ability to multi-task
• Proven problem solving skills
• Knowledge sharing
• Ability to handle pressure of high volume & to be a exceptional performer on a daily basis

Preferred Technical and Professional Expertise

• None

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