Remote Technical Support

Introduction to IBM Infrastructure & Technology

At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability, our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You'll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation. With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress.

Your Role and Responsibilities as a Remote Technical Support Specialist

As a Remote Technical Support specialist, you will assist with the maintenance and documentation of all facets of reliable, efficient customer service. Your role involves providing assistance to all members in the use of our computer network, workstations, and equipment. You will help with communications and information hardware and software, with primary responsibility for client device systems and their efficient integration.

Key responsibilities include:

• Providing help desk support via phone, computer, and our ticketing system for most issues related to desktop software, hardware, and peripherals.
• Offering 24-hour support for hardware and services critical to operations.
• Working within our ticketing system to create detailed work logs and technical documentation.
• Using appropriate communication and documentation to inform the team of important issues and information to help improve team performance.
• Informing and coordinating with Operations and other computer users about procedures that might interrupt, affect, or interfere with their work.

Required Technical and Professional Expertise

To succeed in this Remote Technical Support role, you should possess:

• Fluency in English.
• Flexibility in working hours.
• Ability to handle and prioritize a multitude of tasks each day.
• Capacity to produce user and troubleshooting documentation that is easily understandable by others.

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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Key skills/competency

• Technical Support
• Help Desk
• Troubleshooting
• Client Devices
• Network Support
• Hardware Support
• Software Support
• Ticketing System
• Documentation
• Customer Service