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Field Services Support Representative in Richmond, VA at IBM

Date Posted: 2/5/2019

Job Snapshot

Job Description

IBM is seeking to employ a Long-Term 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. 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, service desk, etc., in order to ensure that the proper team is aware of and action taken 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

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