Your role and 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 manne
• ·       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.

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Required education

Bachelor's Degree

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Preferred education

Bachelor's Degree

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Required technical and professional expertise

• Excellent Communication as well as Customer service skills and problem-solving ability.
• Mobile Device Skills.
• 2+ years of Strong operational working knowledge and experience of Windows, 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, OneDrive, 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

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