Remote Technical Support

Introduction to IBM Infrastructure & Technology

At IBM Infrastructure & Technology, we are dedicated to designing and operating the critical systems that power the world. This includes high-resiliency mainframes, hybrid cloud platforms, networking, automation, and site reliability. Our teams are pivotal in ensuring the performance, security, and scalability that clients and industries rely on every day.

Working within Infrastructure & Technology means engaging with complex challenges through curiosity and collaboration. You will interact with diverse technologies and global colleagues to deliver resilient, future-ready solutions that drive innovation. IBM fosters continuous learning, career growth, and a supportive culture, providing extensive opportunities to build expertise and shape the infrastructure that powers progress.

Your Role and Responsibilities as a Remote Technical Support

As a Remote Technical Support professional, you will be instrumental in the maintenance and documentation of all aspects of reliable, efficient customer service. Your primary responsibility will involve assisting all team members with the use of our computer network, workstations, and equipment.

You will specifically assist with communications and information hardware and software, focusing on client device systems and their efficient integration. A key part of your role will be providing help desk support via phone, computer, and our ticketing system, addressing 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 work diligently within our ticketing system to create detailed work logs and comprehensive technical documentation. Effective communication and documentation will be crucial to inform the team about important issues and information, thereby enhancing overall team performance. Furthermore, 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 multiple tasks daily
• Ability to produce user and troubleshooting documentation that is easily understandable

Key skills/competency

• Customer Service
• Technical Support
• Help Desk
• Troubleshooting
• Documentation
• Communication Skills
• Network Support
• Workstation Management
• Ticketing Systems
• Problem Solving