Technical Support Representative in Buffalo, NY at IBM

Date Posted: 10/11/2018

Job Snapshot

Job Description

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 ranges from up to 12 months for short-term and 13-36 months for a long term.

IBM is seeking to employ a Long-Term Deskside Support Representative - Remote. 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., to ensure that the proper team is aware of, and to take 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

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