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IT Support Specialist

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IBM

3mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity

AI generated summary

  • You need strong communication and customer service skills, expertise in Windows, Linux, Mac OS, iOS, Outlook, MS Office, and troubleshooting, with 2+ years of relevant support experience.
  • You will provide technical support, diagnose issues, maintain professional communication, document problems, and recommend process improvements while assisting IBM employees with their IT needs.

Requirements

  • Excellent Communication as well as Customer service skills and problem-solving ability.
  • Mobile Device Skills.
  • Strong operational knowledge and experience of Windows 10, Windows 11, 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, WebEx, 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

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 manner.
  • 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.

FAQs

What are the primary responsibilities of an IT Support Specialist at IBM?

The primary responsibilities include providing technical services such as software configuration, device setup, upgrades, device installation, software support, and problem resolution for IBM employees, ensuring customer satisfaction throughout the process.

What kind of technical skills are required for this position?

Candidates should have strong operational knowledge of Windows 10, Windows 11, Red Hat Linux, Mac OS, and iOS operating systems, as well as experience supporting applications such as Outlook, MS Office, and MS Teams. Knowledge of system configuration and network connectivity is also important.

Is prior experience required for this role?

Yes, at least 2 years of professional experience in Windows support and troubleshooting is required for candidates applying for this position.

Are there opportunities for professional development in this role?

Yes, IBM encourages continuous learning and self-development, providing support for career growth and development for all employees.

What approach does IBM take towards diversity and inclusion?

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer, ensuring that all qualified applicants receive consideration for employment without regard to various characteristics such as race, gender, religion, and more.

Is this role customer-focused?

Yes, this position requires a strong focus on customer support, with excellent communication and service skills essential to ensure satisfaction for IBM employees utilizing IT services.

What measures are in place regarding health and safety?

All candidates must be fully COVID-19 vaccinated before their start date, and proof of vaccination status will be required as part of the onboarding process.

What tools or resources will I be expected to use in this role?

IT Support Specialists are expected to utilize diagnostics, reference documentation, service aids, tools, and test equipment to perform problem determination and technical services effectively.

Is there a preference for candidates with specific personality traits?

Yes, preferred traits include being an active listener, having flexibility to adapt to customer needs, proven problem-solving skills, and the ability to handle pressure while maintaining exceptional performance.

How does IBM view the importance of teamwork in this position?

IBM values collaboration and encourages teamwork, expecting employees to communicate effectively with management and team members to inform about the status of work and seek assistance when necessary.

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IBM

Technology
Industry
10,001+
Employees
1911
Founded Year

Mission & Purpose

At IBM, we do more than work. We create. We create as technologists, developers, and engineers. We create with our partners. We create with our competitors. If you're searching for ways to make the world work better through technology and infrastructure, software and consulting, then we want to work with you. We're here to help every creator turn their "what if" into what is. Let's create something that will change everything