IBM Power Systems

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Deskside Support Representative/Advisor

at IBM Power Systems

Posted: 8/10/2019
Job Reference #: 272901
Categories: Sales, Customer Service

Job Description

Title
Deskside Support Representative/Advisor

Your Role and Responsibilities
The Deskside Support Representative/Advisor is primarily responsible for performing a full workload of technical services for IBM employees with complete responsibility for customer satisfaction with the services provided.  Services include some or all of the following:  software configuration, setup, upgrades, on-site technical support, device reimaging, device installation, software support, or software analysis and repair. Seldom requires assistance from support resources to carry out complex or difficult service for in scope activities. 
 
  • Demonstrates leadership in innovative problem resolution techniques
  • Provides support and assistance to others
  • Services may be directed by a service call management process or be performed as part of a team
  • Possesses an extensive knowledge of complex workstations, personal computers, printers, and mobile computing devices
  • Communicates with IBM management and/or team members on a timely basis to inform regarding status of work, of potential or existing problems, and to seek advice and assistance
  • Maintains businesslike communications, conduct and appearance, and otherwise demonstrates a courteous, positive and professional attitude at all times
  • Performs a full workload of technical services to IBM employees
  • Makes appropriate use of reference materials, support centers and diagnostic aids
  • Performs problem determination utilizing the diagnostics, reference documentation, service aids, tools and test equipment
  • Diagnoses equipment malfunctions
  • Corrects failures in IBM, Mac and selected non-IBM equipment by making necessary repairs, verifies correct operation and communicates repair status to the customer
  • Fully document all issues in an accurate and timely manner
  • With assistance as necessary, analyzes problems in the areas of hardware/software installation, migration and operational services using existing techniques and tools
  • May challenge the validity of and make recommendations for improving the processes and procedures used for services delivery
CIODEM19

Auto req ID
257376BR

Required Education
High School Diploma/GED

Role ( Job Role )
Deskside Support Representative

State / Province
TEXAS

Primary job category
Technical Specialist

Company
(0147) International Business Machines Corporation

Contract type
Regular

Employment Type
Full-Time

Is this role a commissionable/sales incentive based position?
No

Travel Required
No Travel

IBM Business Group
F&O

Preferred Education
Bachelor's Degree

City / Township / Village
AUSTIN

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

Required Technical and Professional Expertise
  • 3-5 Years’ Experience.
  • Experience with Mac/Windows/Linux/Mobile.
  • Customer service skills and problem solving ability.
  • Mobile Device Skills.
  • Strong operational knowledge and experience of Windows 7 & 10, Linux (Rhel 6 & 7), Mac OS, Android and iOS operating systems, common application programs, system diagnostics and local/remote support structure.
  • Knowledge of system configuration, physical and network connectivity.
  • Ability to provide information and direction to others in a clear and concise manner.
  • Experience with Lotus Notes.


Country/Region
United States

Preferred Technical and Professional Experience
Basic understanding of and is able to articulate IBM's technical support delivery methodology, particularly as it relates to base and enhanced support.

Secondary Job Category
Technical Services Specialist

Eligibility Requirements
IBM will not be providing visa sponsorship for this position now or in the future.  Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future sponsorship.

Position Type
Professional

Early Professional Track
Not Applicable - Professional Hire

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

Introduction
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Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About Business Unit
The IBM Finance organization is responsible for driving enterprise performance and transformation.  We are the financial stewards of IBM, delivering IBM’s financial strategy, developing new business models, and mitigating enterprise risk. Do you have a passion for creating business value? Join our team in accounting, financial planning, pricing, business controls, tax, treasury, business development (acquisitions & divestitures), and global financing.

About IBM
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.