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. 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
- Assist with the maintenance and documentation of all facets of reliable, efficient, customer service.
- Provide assistance to all members in the use of our computer network, workstations, and equipment.
- Assist with the communications and information hardware and software, with primary responsibility for clients devices systems, and their efficient integration.
- Provide help desk support, via phone, computer, and through our ticketing system, for most issues related to desktop software, hardware and peripherals.
- Provide 24-hour support for hardware and services critical to operations.
- Work within our ticketing system to create detailed work logs and technical documentation.
- Use appropriate communication and documentation to inform team of important issues and information which will help improve team performance.
- Inform and coordinate with Operations and other computer users of procedures that would 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
- System Maintenance
- Documentation
- Troubleshooting
- Hardware Support
- Software Support
- Network Support
- Prioritization
How to Get Hired at Lensa
- Research IBM's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor, focusing on their Infrastructure & Technology group.
- Tailor your resume for technical support: Highlight experience in help desk, system maintenance, troubleshooting, and documentation specifically for enterprise environments.
- Showcase strong communication skills: Emphasize your ability to provide clear, understandable user and technical documentation, and coordinate with diverse teams.
- Prepare for problem-solving scenarios: Be ready to discuss how you prioritize tasks, handle critical 24-hour support, and resolve complex technical issues efficiently.
- Demonstrate adaptability and collaboration: Discuss instances of working in flexible environments and communicating effectively with colleagues and clients worldwide.
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