IT Support Specialist

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.

• 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 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.
  
  

Preferred Technical And Professional Experience

• 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.