Technical Support Professional

ASAP
Competitive
Markham, Ontario
Entry Level, Early Career

This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions. Provides technical support assistance to clients and/or IBM field support using problem determination/problem source identification skills. Uses technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. Communicates action plans to the client or IBM representative as appropriate. Recommends and implements new or improvements to existing technical support tools, procedures, and processes. May provide training for and mentor others on the team. Contributes to department attainment of organizational objectives and high client satisfaction. 

Primary Duties: 

  • Provides technical support assistance to clients and/or IBM field support using problem determination/problem source identification skills. 
  • Uses technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. 
  • Communicates action plans to the client or IBM representative as appropriate. 
  • Recommends and implements new or improvements to existing technical support tools, procedures, and processes. 
  • Independently handle all critical client reported technical issues

Required

  • Bachelor's Degree
  • At least 1 year experience in system software support
  • English: Fluent

Preferred

  • Information Technology

  IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

How to Apply