IBM

Tech Support Associate

IBM

June 10, 2021

Introduction
Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let’s talk!
Your Role and Responsibilities
As Tech support Specialist, you are responsible to provide technical support for mainframe technology solutions with high degree of Customer Happiness by meeting Service Level Agreements (SLA) and process compliance.
If you thrive in a dynamic, collaborative workplace, IBM provides an environment where you will be challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there's no limit to what you can accomplish here. Responsibilities
  • As a passionate, talented advisor, you will be an integral part of this support team that will deliver a new "white glove" experience for our end users.
  • As one of the first to join this exciting new team of collaborative and customer focused advisors, your goal is will be to deliver excellence in solving end user problems. As a creative problem solver, you take pride in the service you deliver.
  • You'll be comfortable in technical environments and quickly be able to analyze complex multi-system issues. Sometimes you'll need to reach out to colleagues to help achieve a resolution, but you'll maintain that first contact point relationship until the customer is delighted.
  • Adopt the given technology to meet the drift of customer and business requirements.
  • Research, analysis, documentation, and presentation of effective methods of consolidating various jobs/workflows/started tasks and automating them to prevent manual intervention from Operations.
  • Analyze performance issues while providing technical consultation and inquiries from the other IT technical teams
  • Support for recovery processes to support high availability initiatives.
  • Evaluating and projecting impacts of actual or proposed changes in jobs codes wherever necessary or in the job scheduler.
  • Aid with identifying problem management trends.

Required Technical and Professional Expertise
  • 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 attitude.

Preferred Technical and Professional Expertise
  • Proficient in working with high availability environment along with alignment to process (ITIL)
  • Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work
  • Intuitive individual with an ability to manage change and proven time management.
  • Proven interpersonal skills while contributing to team effort by accomplishing related results as needed.

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.