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Company Name:
Approximate Salary:
Not Specified
Location:
SAN JOSE, All
Country:
United States
Industry:
Customer Service
Position type:
Full Time
Experience level:
2 - 5 years
Education level:
High School or equivalent

TECHNICAL SUPPORT REPRESENTATIVE - Mt. View, CA

Job Description
PLEASE NOTE: This position is a Short Term Supplemental role with an expected duration of up to 12 months. Supplemental employment is a classification of temporary personnel employed by IBM for business needs of an indeterminate duration, or to obtain specialized skills needed for a limited period.

IBM is seeking to employ a
TECHNICAL SUPPORT REPRESENTATIVE with Apple certification or significant experience supporting Apple products. This role performs varying degrees of problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources, per contracted service level agreements. They may also perform Installs, Moves, Adds, and Change (IMAC) activities, as well as data backup and restore on certain accounts for clients. They are responsible for resolving problems and performing IMAC's within Service Level Agreement (SLA) objectives and completing all related administrative duties. As the primary interface to the customer, they need to understand the local and regional infrastructure and key contacts in the other competencies, i.e., network team, server admin, etc., to ensure that the proper team is aware of, and to take action on the problem. Demonstrated customer communication and business skills are therefore needed since direct customer interaction is often required. Accordingly, they have a direct impact on customer satisfaction, and therefore, need to understand their account/site environment.

Responsibilities include:
· Resolving customer hardware/software workstation problem tickets
· Technical knowledge of the supported platform
· Working knowledge of the hardware
· Resolving tickets within the customer SLA
· Demonstrating verbal and written communication skills are preferred


Required Technical and Professional Expertise

Required
  • High School Diploma/GED
  • At least two years experience in deskside support
  • English: Fluent


Preferred Tech and Prof Experience

  • Apple certification


EO 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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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