IT Support Specialist

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.

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 tool.

May challenge the validity of and make recommendations for improving the processes and procedures used for services delivery.

• Excellent Communication as well as Customer service skills and problem-solving ability.
• Mobile Device Skills.
• 2+ years of Strong operational 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

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?

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 500 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.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience. For additional information about location requirements, please discuss with the recruiter following submission of your application.