IT Support Specialist

Overview

This position is for a Technical Support Specialist/Advisor who handles a complete volume of technical support work for IBM employees and is accountable for the quality of service delivered. The role focuses on resolving issues related to software setup, device configuration, upgrades, reimaging, installation, support, and software analysis or repair. For routine assignments, the role usually works independently and only occasionally needs help with more complex tasks.

Key Responsibilities

• Take ownership of technical support cases and drive them through to resolution with a strong focus on employee satisfaction.
• Use practical and creative methods to solve problems and improve outcomes.
• Support colleagues and contribute where assistance is needed.
• Handle work that may be assigned through a service management process or completed as part of a team effort.
• Work with advanced workstation, desktop, printer, and mobile device environments.
• Keep IBM management and team members updated on progress, risks, issues, and when guidance is needed.
• Communicate in a professional, respectful, and business-appropriate manner at all times.
• Complete a full load of technical support services for IBM employees.
• Make effective use of manuals, support resources, diagnostic tools, and reference materials.
• Carry out troubleshooting using diagnostics, documentation, service aids, tools, and testing equipment.
• Identify hardware faults accurately and in a timely way.
• Record all incidents and resolutions clearly and promptly.
• With support when required, investigate issues in hardware/software deployment, migration, and day-to-day operations using available tools and methods.
• Where appropriate, suggest improvements to service delivery processes and procedures.

Required Skills and Experience

The role asks for strong communication, customer service, and problem-solving abilities. Hands-on mobile device support is important, along with solid working knowledge of Windows, Red Hat Linux, Mac OS, and iOS. Experience with standard workplace tools such as Outlook, Microsoft Office, Microsoft Teams, OneDrive, and Box is also expected. Candidates should understand system setup, physical connectivity, and network connectivity, and be able to explain information clearly and concisely to others. A minimum of 2 years of Windows support experience and 2 years of professional troubleshooting experience are required, along with customer support experience, a service-oriented mindset, and the ability to listen actively and adapt to customer needs.

Preferred Education

A bachelor’s degree is preferred.

Additional Information

This role may involve working from a service call management process or within a team setting. It also calls for a courteous, positive, and professional attitude, as well as strong documentation discipline and the ability to operate independently on assigned work.