Remote Technical Support
Lensa
Job Overview
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Job Description
Introduction to IBM Infrastructure & Technology
At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. This includes high-resiliency mainframes, hybrid cloud platforms, networking, automation, and site reliability. Our teams are responsible for ensuring the performance, security, and scalability that clients and industries depend on every day. Working within Infrastructure & Technology means engaging with complex challenges through curiosity and collaboration. You will work with a diverse range of technologies and colleagues globally to deliver resilient, future-ready solutions that power innovation. IBM fosters continuous learning, career growth, and a supportive culture, providing extensive opportunities to build expertise and shape the infrastructure that drives progress.
Your Role and Responsibilities as a Remote Technical Support
As a Remote Technical Support specialist, you will assist with the maintenance and documentation of all facets of reliable, efficient customer service. Your responsibilities include providing assistance to all members in the use of our computer network, workstations, and equipment. You will specifically help with communications and information hardware and software, focusing on client device systems and their efficient integration. A key part of your role involves providing help desk support via phone, computer, and through our ticketing system for most issues related to desktop software, hardware, and peripherals. This position also requires providing 24-hour support for hardware and services critical to operations. You will use our ticketing system to create detailed work logs and technical documentation, and employ appropriate communication and documentation to keep the team informed of important issues and information, thereby improving team performance. Additionally, you will inform and coordinate with Operations and other computer users regarding procedures that might interrupt, affect, or interfere with their work.
Required Professional and Technical Expertise
- Fluent in English
- Flexibility in working hours
- Ability to handle and prioritize a lot of tasks each day
- Ability to produce user and troubleshooting documentation that other people can understand
Key skills/competency
- Technical Support
- Help Desk
- Customer Service
- Troubleshooting
- Documentation
- IT Infrastructure
- Hardware Support
- Software Support
- Ticketing Systems
- Communication Skills
How to Get Hired at Lensa
- Research IBM's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor to align your application.
- Tailor your resume: Customize your resume to highlight experience in technical support, help desk operations, and IT documentation, using keywords from the Remote Technical Support job description.
- Showcase problem-solving: During interviews, provide concrete examples of how you've resolved complex technical issues and delivered excellent customer service.
- Demonstrate communication skills: Prepare to discuss how you effectively communicate technical information to non-technical users and collaborate within a team at IBM.
- Highlight flexibility: Emphasize your ability to adapt to varying work hours and prioritize multiple tasks in a fast-paced technical support environment.
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