Technical Support Representative

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Job Descriptions

  • This role provides remote technical support assistance to clients and IBM technical personnel on multiple products in the high volume through high availability product environments.
  • They receive and record incident related information, and using a variety of tools, techniques and procedures, selects appropriate actions to resolve problems, and communicates the solution or action plan to the client or IBM service representative.
  • They identify/recommend updates to knowledge based systems and maintenance packages.
  • They may also provide hardware or software technical support assistance to clients and IBM personnel in multi-vendor, multi-protocol networks/systems in the high availability product environment.
  • They use professional knowledge and problem determination/problem source identification skills to resolve problems involving hardware, microcode, operating system, application programs, and network issues.
  • The employee performs multiple repetitive tasks or multi-step processes.

Job Requirements

  • Bachelor’s Degree
  • Environment: Expertise in one main activity (equipment, machine, operation, process steps). Awareness of work done by team members or interrelated activities.
  • Communication/Negotiation::
    Exchanges job or activity related information through listening, clarification and understanding.
  • Problem Solving: Use standard tools, techniques, procedures to identify routine problems, and select appropriate actions to solve problems. Structured analysis and interpretations may be required.
  • Contribution/Leadership
    • Performs a variety of assigned tasks and works within well established procedures.
    • Work is subject to general review.
    • May provide practical assistance.
  • Impact on Business/Scope
    • Accountable for individual results.
    • Work output has immediate affects on work-team or department results.

Required Technical and Professional Expertise

  • Technical Skills Required
    • Platform/Operating System knowledge of Windows (XP, 7 and Server), MAC, iOS, Android, and Blackberry
    • Testing, and troubleshooting skills across the previously mentioned technical domains
    • Experience with/exposure to BigFix a plus Operations/Support
  • Skills Required
    • Previous experience supporting internal or external customers
    • The passion and ability to educate and train our customers on their new MDM solutions
    • Ability to troubleshoot and work with internal development and engineers on behalf of the customers towards issue resolution

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