IBM hiring Technical Support Representative
Company Name: IBM
Position: Technical Support Representative
Education: Bachelor’s Degree
Experience: 0 – 1 Years
Salary: Not specified
Key services offered include : IT Service Desk : Level 1 , Centralized Technical support, Install- Move- Add- Change (IMAC Coordination) ,Enablement Services, Parts & Inventory Management Services, Server Support, Service Delivery Planning, Network operations center (NOC), Application Support, IVR management, training , quality & Project Management/ Transition Services
Broadly, the Scope of support includes Incident Management, Business Application Support, Catch & Dispatch, Email & Web ticket Support 24x7x365 to IBM clients worldwide. Role: Candidate will be involved in solving technical query & Trouble shooting. Receiving or/ and making calls to be able to respond to client concerns/ request that are basic technical in nature.
Perform initial problem determination (Level 1) in support of contracted scope of services with related hardware, software and services support as specified in the contract schedule.
Candidate has to provide technical advice and guidance to Help Desk CSRs for reported incidents for which the CSR cannot find a knowledge document Help Desk focal point for reported High Severity incidents, sending out email alerts, and resolves, updated client website and VRU Assist in End to End Problem, Change and Incident Management Skills Required: Should have proven knowledge of Computer systems and functions.
Eg. Laptop, Desktop & Printers. Should possess proven knowledge of mobile devices like Blackberry, I Phone, other smart phones etc.
Should have proven knowledge of operating systems like Windows XP, d) Windows 7 and Windows. Proven communication Skills to be able to effectively communicate with customers over Phone / email. Knowledge on Mail clients like Lotus and MS Outlook. Total Year of Experience: 0 to1 year of relevant work experience Shift: Rotational. Willingness to work for night shifts.
IBM has been present in India since 1992. IBM India’s solutions and services span all major industries including financial services, healthcare, government, automotive, telecommunications and education, among others. As a trusted partner with wide-ranging service capabilities, IBM helps clients transform and succeed in challenging circumstances. IBM has been expanding its footprint in India – and has a presence in over 200 cities and towns across the country – either directly or through its strong business partner network.
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