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Introduction

As a Technical Support Representative, you resolve issues impacting IBM client business and play a key role in enhancing the client experience. You lead the problem resolution process through analysis and troubleshooting of technical issues and problems, with variety of complexity, through deployment of solutions or workarounds to ensure the client satisfaction and minimize business impact. Your responsibilities will include direct communication with clients, analyzing diagnostic information, troubleshooting, problem recreation and debugging client IT environment issues to determine course of action and/or solutions. You create and reuse knowledge assets and content to promote client self-sufficiency through digital solutions and improve effectiveness of the IBM teams. You coordinate and collaborate with Development, Services and Field teams to ensure technical solutions are relevant, timely and effective. You collaborate with Development to drive product quality, functionality, serviceability, and usability improvements through intelligence gathered from case data and client feedback. You understand the client’s business impact and technical needs and act as their trusted advisor for successful utilization of IBM products & solutions.

Votre rôle et vos responsabilités

Provide hardware remote technical support, troubleshooting and analysis assistance for hardware installation (or reinstallation), usage, configuration questions and software installation for Lenovo PC products.
Provide technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction. Demonstrate excellent oral and written communication skills.
Provide answers for general usage and operation questions.
Provide problem determination / problem source Identification. Review diagnostic information to assist in isolation of a problem cause.
Identify known defects and fixes to resolve problems.
Identify suspected defects and engage escalation team to assist in resolution.
Aid with questions regarding product documentation related to the supported products.
Interpret online manuals regarding Lenovo code and application interfaces. Strong in soft skills and negotiation to handling customers escalations or complains.
Collaborate with other support centers and business units to provide seamless problem resolution.
Demonstrate proficiency in the hardware platform supported by maintaining applicable technical certifications.
Supporting USA/CA customers, USA/CA time zone, Shift based/rotation, 24/7.

Formation requise
Licence
Formation préférée
Aucun
Expertise professionnelle et technique requise

·        Excellent communication and problem-solving skills.

·        Fluent in English is a must.

·        0 – 2 years of experience in Technical Support or similar fields

·        Expressing any certain aspect of the workplace to make it better “Self-motivated “.

·        Handling off hours for business needs, whenever required. 

·        B.Sc. in Electronics/Communication/Computer Engineering – Computer science

Expertise professionnelle et technique préférée

·        Lenovo PC products knowledge.

À propos de la Business Unit

IBM Systems aide les responsables IT à poser un regard différent sur leur infrastructure. Les serveurs et le stockage IBM ne sont plus des objets inanimés : ils peuvent comprendre, raisonner et apprendre, permettant ainsi à nos clients d'innover tout en évitant les problèmes IT. Nos systèmes sont les moteurs des industries les plus importantes au monde et nos clients sont les architectes du futur. Rejoignez-nous pour participer à la construction de notre portefeuille technologique de pointe, conçu pour l'entreprise cognitive et optimisé pour le cloud computing.

VOTRE VIE CHEZ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

À propos d'IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

 

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. 

 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Autres détails pertinents sur le poste

For additional information about location requirements, please discuss with the recruiter following submission of your application.