Deskside Support Technician at IBM

Your Role and Responsibilities
Over the past 100 years, IBMers all over the globe have helped make the world work better and smarter. In this new era of Cognitive Business, IBM is helping to reshape industries by bringing together our expertise in Cloud, Analytics, Security, Mobile, and the Internet of Things: Changing how we create, collaborate, analyze and engage. From transforming healthcare to improving the retail shopping experience – it’s what IBMers do. As we tackle the world’s biggest challenges, our company continues to grow, we’re looking for talented professionals to join us in this new era.

Join us and be part of a diverse and global team of thinkers and doers - people who want to make an impact, cultivate their expertise and collaborate with some of the world’s top business and technology professionals.

Deskside Support Technician

In this role you will provide 2nd and 3rd level technical support and guidance to users on a regional basis ensuring all desktop / laptop systems, networked systems and telecommunication systems are functional and that agreed service levels are met

Key Responsibilities

• Manage and support desktop / laptop hardware and Business software systems within agreed SLA’s
• Plan, evaluate and propose improvements to desktop systems and provide extended support as and when required
• Assist local network installation projects, including cabling and patching
• Assist network server support and maintenance procedures
• Assist in the maintenance and administration of telephone systems
• Develop allocated primary skills in support of the Operations team
• Assist in local project implementation, such as technology refresh and rollouts and project work
• Respond to Helpdesk reported support calls via telephone/desk-side support and remote access assistance
• To maintain the Helpdesk system, recording appropriate information for fault incident and fault resolution as well as new requests
• Responding to Helpdesk reported change requests
• Escalating support calls as prescribed by the escalation procedure and within the service level agreement
• Carry out administrative duties; e.g. maintenance of user access rights, and distribution of consumables etc.
• Provide support to other regions when required
• Seek continuing professional development and technology awareness

Required Technical and Professional Expertise
PLease refer to the JD

Preferred Technical And Professional Expertise

• Degree in Computer Science

About Business Unit

At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!