Tier One Technical Support

hace 7 días

Guadalajara, Jalisco, México IBM A tiempo completo

Introduction
As a Service Delivery Specialist, you are the face of IBM for our customers. Your clients' success depends on your ability to understand their needs and respond to requests for new services.

This role is an integral part of both account planning and delivering support strategies, working to proactively monitor problems, change processes, and handle issues to ensure our customers success.


Your Role and Responsibilities

  • Assist with the, maintenance and documentation of all facets of reliable, efficient, customer service.
  • Provide assistance to all members in the use of our computer network, workstations, and equipment.
  • Assist with the communications and information hardware and software, with primary responsibility for clients devices systems, and their efficient integration.
  • Provide helpdesk support, via phone, computer, and through our ticketing system, for most issues related to desktop software, hardware and peripherals.
  • Provide 24hour support for hardware and services critical to operations.
  • Responsibilities and Duties
  • Work within our ticketing system to create detailed work logs and technical documentation.
  • Use appropriate communication and documentation to inform team of important issues and information which will help improve team performance. Inform and coordinate with Operations and other computer users of procedures that would interrupt, affect, or interfere with their work.
  • Escalate issues to Tier 2 as needed, as well as set customer expectations for followup (i.e., when to expect a followup contact and by whom).
  • Participate in the oncall rotation as agreed by the Tier One Support team. When on call, be prepared to always address technical issues.
  • Maintain good working relationships with all cooperative workers.
  • Treat coworkers and members with respect and courtesy.
  • Qualifications
  • Ability to handle and prioritize a lot of tasks each day.
  • Ability to produce user and troubleshooting documentation that other people can understand.

Required Technical and Professional Expertise

  • Ability to independently own and manage an initiative
  • Demonstrated problemsolving and analytics skills
  • Ability to work with customers and previous experience working with customers
  • Demonstrated experience in Support Center on call
  • Agents must have good written and verbal English skills
  • Excellent customer service

Preferred Technical and Professional Expertise

NONE

About Business Unit
IBM Systems helps IT leaders think differently about their infrastructure.

IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues.

Our systems power the world's most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.


Are you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.


Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story.

Together, we have the power to make meaningful change - to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It's time to define your career.

About IBM


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.


Location Statement
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, pregnancy, disability, age, veteran status, or other characteristics.

IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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