About this role
A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences. As a Technical Support Representative for End User Services, you will address technical issues faced by end-users, including those related to PC operating systems, applications, network, servers, and peripherals. You will utilize online helpdesk systems, live telephone calls, and remote support tools to diagnose and resolve incidents. Your primary responsibilities will include: • Resolve Client Incidents: Perform resolution and tracking of client end-user incidents, ensuring compliance with IT Service Desk procedures. This includes diagnosing and resolving technical issues via online helpdesk systems, live telephone calls, and remote support tools. • Provide Timely Notifications: Issue timely and professional notifications regarding incidents impacting the user community, keeping them informed of incident status and resolution. • Document Incidents: Document all incidents, outages, status, and resolutions in the problem management tool, maintaining accurate records of technical issues and their resolution. • Perform Security Administration: Perform security administration functions for user access, data access, and remote access, ensuring secure access to systems and data. • Stay Current with Technology: Proactively utilize IT resources to stay current with technology and improve technical knowledge. • Exposure to IT Helpdesk Systems: Familiarity with utilizing online helpdesk systems to diagnose and resolve technical issues, including experience with incident tracking and resolution. • Basic Understanding of PC Operating Systems: Knowledge of PC operating systems, applications, network, servers, and peripherals, including common technical issues and troubleshooting methods. • Experience Working with Remote Support Tools: Exposure to remote support tools used to diagnose and resolve technical issues, including experience with live telephone calls and online support. • Data Access Administration: Experience with security administration functions for user access, data access, and remote access, ensuring secure access to systems and data. • Familiarity with Problem Management Tools: Basic understanding of problem management tools used to document incidents, outages, status, and resolutions, maintaining accurate records of technical issues and their resolution. • Familiarity with IT Resources: Exposure to utilizing IT resources to stay current with technology and improve technical knowledge, including online training platforms and technical documentation. • Basic Understanding of Network Fundamentals: Knowledge of network fundamentals, including common technical issues and troubleshooting methods, to support diagnosis and resolution of technical issues. • Exposure to Security Best Practices: Familiarity with security best practices for user access, data access, and remote access, to ensure secure access to systems and data. United States Infrastructure & Technology Professional Rocket Center, US Rocket Center (0147) International Business Machines Corporation Administration Operating Systems Problem Management Records Security Servers Service Desk Technical Documentation Training Troubleshooting Technical Proficiency Remote Technical Support Data Access Technology