IT specialist

This role specializes in performing and enabling remote or on-site technical support under Service Level Agreements (SLAs) for the applications and hardware used by IBM employees.

Responsibilities

• Administration, maintenance, troubleshooting, and incident resolution, if required in cooperation with the Client or 3rd party suppliers
• Perform Level 2 and 3 support based on generic and basic troubleshooting instructions for in-scope applications

• Install and configure computer hardware operating systems and applications, network hardware, printers

• Monitor and maintain computer systems and networks

• Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues

• Troubleshoot system and network problems, diagnosing and solving hardware or software faults

• Replace parts as required

• Provide support, including procedural documentation and relevant reports

• Follow diagrams and written instructions to repair a fault or set up a system support the roll-out of new applications

• Set up new users' accounts and profiles and deal with password issues

• Work continuously on a task until completion (or referral to third parties, if appropriate)

• Prioritize and manage many open cases at one time

• Rapidly establish a good working relationship with customers and other professionals, such as software developers
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Requirements

• Bachelor's Degree
• 2-3 years experience with IT level 2 and 3 technical support
• Technical background (studies in Computer Science)
• English fluent
• Analytical thinking (to be able to identify the root cause of a problem - log and code analysis)
• Customer-facing ( to be able to communicate in such a manner that is understandable to the end customer )
• Willing to learn and improve
• Linux, Windows and MAC OSX – troubleshooting and diagnosis
• Networking – troubleshooting
• Ability to work well with people
• Strong communications skills
• Ability to quickly establish good working relationships with clients
• In-depth knowledge of hardware and software