Technical Support Representative - New York City
New York, NY

Job Description

Introduction

Welcome To IBM

Your Role and Responsibilities

Supplemental employment is a classification of temporary personnel employed by IBM for business needs of an indeterminate duration, or to obtain special skills needed for a limited period. There are several types of supplemental employment, each with its own terms and conditions. Duration of assignments range from up to 12 months for short term and 13-36 months for long term. This position is in our Woodland Hills office.

IBM is seeking to employ a Long-Term Supplement Deskside Support Representative. This role performs varying degrees of problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources, per contracted service level agreements. They may also perform Installs, Moves, Adds, and Change (IMAC) activities, as well as data backup and restore on certain accounts for clients. They are responsible for resolving problems and performing IMAC's within Service Level Agreement (SLA) objectives, and completing all related administrative duties. As the main interface to the customer, they need to understand the local and regional infrastructure and key contacts in the other competencies, i.e. network team, server admin, etc., in order to ensure that the proper team is aware of, and taking action on the problem. Demonstrated customer communication and business skills are therefore needed since direct customer interaction is often required. Accordingly, they have a direct impact on customer satisfaction, and therefore, need to understand their account/site environment.

Responsibilities include:

* Resolving customer hardware/software workstation problem tickets
* Technical knowledge of the supported platform
* Working knowledge of the hardware
* Resolving tickets within the customer SLA
* Demonstrating verbal and written communication skills are preferred

Required Professional and Technical Expertise

* At least 3 years experience in a corporate environment deskside support role
* English Fluency
* Exp with Dell laptops/desktops running Win7, Win 10 and MAC/OS

Preferred Professional and Technical Expertise

MAC diagnostics and troubleshooting beneficial

Exp with Large Ticketing Systems helpful

About Business Unit

At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!

Your Life @ IBM

Welcome To IBM

About IBM

Welcome To IBM

Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM

IBM 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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Preferred Education: Associate's Degree/College Diploma Commissionable: No

Key Job Details

* Country:US
* State:NEW YORK
* City:NEW YORK
* Category:Product Services
* Required Education:High School Diploma/GED
* Position Type:Early Professional
* Employment Type:Full-Time
* Contract Type:Fixed Term - Long Term
* Req ID:249683BR
* Location:NEW YORK, NY US